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Service Operations Manager

209514504

CV-Library

£0 - £0 Per Annum

Birmingham, West Midlands (County)

Security

Permanent | Full Time

11/11/2019

25/11/2019

25/12/2019

The Service Operations Manager role will form part of the Operations leadership team with specific focus and accountability for the Major Incident Management Services to both internal and external customers.

Main Duties of the role:

Ownership of the Major Incident Management process, policy and procedures ensuring that they meet customer requirements and are aligned to SCC standards.

Leading a team of Major Incident Managers, based across multiple locations.

Identify, and own changes in the delivery of services, aimed at reducing cost and improving the quality of service provision to the customer.

Own and prioritise Service Improvement activities

Define and measure and delivery of, service metrics and key performance indicators associated to the delivery of Service Operations services

Service definition for new business and assures Operational readiness for go-live

Point of escalation for BAU Operational activities

Establish and maintain good customer relationships

Define toolset requirements and sponsor required activity to implement

Responsible for setting and tracking progress of objectives and personal development plans

Skills Knowledge & Experience:

The following competencies will be required:

Strong service attitude and ethic; builds lasting customer relationships, strives for efficiency and effectiveness catering for internal and external resolvers

Strong leadership with demonstrable experience

Ability to motivate, mentor and matrix-manage others

Resilience with the ability to remain focused and calm under pressure. Makes timely, correct decisions based on facts, reliably and consistently

Strong ability to influence others

Excellent written and verbal communication skills

Excellent interpersonal skills with demonstrable customer presentation experience to varying levels of seniority

Highly organised, with the ability to plan, and adapt based on external factorsc

Commitment to quality standards and continuous improvement

Extensive experience in customer / business interface communication – The ability to support a customer in the understanding of the ITIL framework and processes

Specialist Skills and Knowledge :

The person selected for this position must be able to show that they have relevant practical experience in the following areas .

Proven Service Operations and Delivery experience in a large scale and diverse environments, with a particular emphasis on the use of major incident management processes, escalation procedures and related disciplines

Knowledge and use of Service Management software, preferably ServiceNow

A well rounded understanding of Service Agreements and the application of these to deliver Services

Strong skills in business relationship management with significant experience of leading strategic level discussions at customer and SCC Senior management level

An ability to get things done in a matrix environment through persuasion and influence

Commitment to service management best practice as defined by ITIL

ITIL V3 intermediate as a minimum

The Service Operations Manager role will form part of the Operations leadership team with specific focus and accountability for the Major Incident Management Services to both internal and external customers.

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Upon submitting your application SCC will process your information in line with our privacy policy which can be found on the SCC Careers website under ‘Recruitment Privacy Policy