Life on the team
We are currently recruiting an Operations Manager for one of our prestigious customers based in Stevenage. You will be leading a services desk teams to ensure and maximise customer satisfaction by working in partnership with Delivery Leadership to deliver high quality services in a professional and efficient manner. You will develop the specific function, capability and offering of the Service Desk and take responsibility for all operational aspects of the service delivered. One of the key responsibilities is to support, develop and mentor the Team Leader population in order to drive a high level of productivity in day to day operations. You will be responsible for ensuring the operational team have clear business objectives and deliverables in order to drive high levels of customer satisfaction and quality of service.
What youll do
Provide secondary point of contact for escalations, issues or complaints for a contractual services team
Provide single point of contact for assigned integration activities, or expansion of services
Responsible for execution of the Service (continuous) Improvement Plans
Support the Team Leaders via coaching and mentoring
Support the Team Leaders by setting business objectives and targets
Share good practice processes and successes with the operational teams
Management of escalations as per the company escalation matrix
Management of Service Desk Forecast against agreed budget
Responsible for commercial compliance i.e. KPI deliverables
Support the Team Leaders in driving Performance Management, Scheduled Adherence & Utilisation
Support cost reduction initiatives within the Service Desks
What youll need
Essential:
The ability to demonstrate an in-depth knowledge of all aspects of technical service desks
Experience of leading and managing a customer service function within a large organisation
Experience in managing IT Service Desk Client driven SLAs as well as internal KPI designed to drive productivity and efficiency
Previous experience of managing a team
Excellent communication skills at all levels along with building and maintaining relationships at all levels with customers, account teams and staff
Demonstrate knowledge of people and operational management issues
Ability to obtain security clearance
Desirable:
The ability to demonstrate experience in a customer facing role within the IT industry
A Service Management qualification preferable ITIL
Business Knowledge and commercial awareness
Demonstrate experience and understanding in an IT industry
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