Job Description
We require a strong Data Performance to Manager who will be responsible for leading a team of Operations/Analytical professionals who provide Service insights and hold delivery teams to account on ensuring minimum service quality measures are met and upheld in live operation for IT & Infrastructure technologies.
This role will be an initial 6 month contract with hybrid working of 2 days a week in Reading.
The key area for this role is being able to use data and insight to make informed decisions, solve problems and input to operational and strategic plans. Demonstrate the ability to gather, analyse and present information in business terms and present this to management and senior leadership teams.
Responsibilities:
1. Accountable for the day to day operational management of our various service providers, through operational governance, escalation, and management of Service Levels
2. Accountable for driving improvements to the operational environment by analysis of contracted service levels with the partners
3. Clearly establishes performance goals related to the delivery of Services across all channels (IT service desk, call centre, self-service, retail), and communicates them to all key stakeholders
4. Actively manage the risks associated to maintaining the service and provides recommendations associated with improving the service across the enterprise with the goal of increasing business performance
5. Manage a team to ensure the driving of and performance of data operations
Experience needed:
6. Previous experience of working within IT for a telecoms company particularly IT systems such as BSS/OSS to deliver actionable insights
7. Experience of managing a team to drive operational performance
8. Conduct statistical data analysis and present findings to both technical and non-technical audiences
9. Create comprehensive reports that evaluate end-to-end service performance and identify opportunities for improvement
10. Strong reporting skills with the ability to explain complex data to both leadership and non technical stakeholders
11. Experience of reporting tools and scripting languages such as Helix, Splunk, and Dynatrac
Project People is acting as an Employment Business in relation to this vacancy.