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Service Operations Manager

Block Solutions Ltd
Job LocationLondon
EducationNot Mentioned
Salary£50,000 - £60,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Block Solutions are looking for an experienced Service Operations Manager, to ensure our quality of IT services continually meets the needs of our customers, while providing the best in class 24/7 service and support delivered by our 1st and 2nd line teams.Role Responsibilities

  • Contribute to the strategy for the operational management of services within the domain, leading (where applicable) strategic initiatives and embedding a culture of continuous improvement through the function.
  • Enable and champion a service culture that includes on-going service improvements relating to quality and end-user satisfaction.
  • Ongoing ownership of all incidents inclusive of Major Incidents and facilitation of communications regarding incident updates to customers provided by the support teams.
  • Team leadership, management, and mentoring of the operational teams.
  • Management of the Service function through clearly defined and agreed SLAs and KPIs for all services.
  • Design and implement Service model’s for new services and products including the transition activities so that they measure and monitor benefits of new service and products
  • Track major/recurring problems and hold teams to account for the performance of their services.
  • Create and maintain detailed reporting on IT and Product Support tickets, SLAs, and KPIs.
  • Understand the administrative overhead and user experience of our systems. Initiate and manage initiatives through to delivery to improve the function.
  • Monitor the Technology budget for your domain, licensing agreements, procurement, and approve expenditure. Taking action where appropriate to avoid service degradation and unplanned overspend
  • Develop and maintain relationships with stakeholders across the business.
    • To be considered for this position you must have;
  • Proven experience in building and developing an existing Service function.
  • ITILv4 service management experience
  • Experience of establishing, implementing and maintaining KPIs/ SLAs
  • Experience quantifying and analysing Service Desk performance.
  • Hands-on experience delivering Enterprise-scale, Digital, Telephony and Cloud services
  • Experience with collaboration technologies such as Webex Teams, Microsoft Teams and Office365
  • Experience of problem and change management.
  • Experience of taking the lead in major incidents acting as the major incident manager
  • Experience of ITIL Application Support (specifically Service Life Cycle) and experience of implementing these principles in product-specific support.
  • Experience implementing and improving processes and procedures
    • What you need to do nowIf you think you have what it takes to be part of our Managed Services team and want to be part of a growing & innovative company . . . . Click "apply" now.To be considered for this position, you must have full rights to work in the UKBLOCK is an equal opportunities employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. This person specification is designed to help members of Interviewing Panels judge the qualities of interviewees in a systematic and consistent way and in accordance with BLOCK’s equal opportunities policy. Required skills
  • ITIL
  • Managed Services
  • Service Delivery
  • Technology Solutions
  • Service Operations

    • Keyskills :
    Managed Services Technology Solutions

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