Service Operations Manager

14 Apr 2018
21 Apr 2018
Contract Type
Full Time
A Managerial role reporting to the Head Service Operations (IPCC). This role will be accountable for the operational delivery of the Change, Configuration & Release Management Services, to both internal and external customers.

Main Duties of the role:

Leading a team of Change, Configuration and Release Managers, based across multiple locations

Provide governance of the Change, Configuration & Release Management process, policy and procedures ensuring that they meet customer requirements and are aligned to SCC standards.

Own and prioritise Service Improvement activities .

Define and measure success metrics and monitor progress .

Delivery against service performance metrics .

Production and distribution of weekly and monthly reporting to agreed stakeholders .

Service acceptance for new business in readiness for operational go-live .

Point to escalation to resolve delays in change processing or inaccurate CMDB data .

Establish and maintain good customer relationships .

Determine toolset requirements .

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

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

Support daily operational review(s) as required .

Conduct and report upon the output of due diligence across Change, Release and Configuration .

Management services for new business, as part of Service Transition.

Attend Change, Release and Configuration management workshops for new customers .

Skills Knowledge & Experience:

Strong leadership and demonstrable experience in this area .

Ability to motivate , mentor and manage others .

Strong ability to influence others .

Financial acumen ; commercial and contractual awareness .

Excellent written and verbal communication skills .

Good interpersonal skills.

Perform activities with only minimal guidance from management .

Good analytical skills ; a structured and methodical approach.

Highly organised , with the ability to plan for short- to medium-term objectives .

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

Commitment to quality standards and continuous improvement .

Demonstrable customer presentation experience to all levels of customer interface .

Delivery of effective training packages in line with defined process and procedure packages (internally & external to customers) .

Extensive experience in customer / business interface communication .

The ability to support a customer in the understanding of the ITIL structure and process and champion the Change, Configuration & Release Management process , aligning this with the customer’s processes & expectations .

We offer a highly competitive salary , car or car allowance and other large company benefits .

Interested ?

Then click the response button now

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