Service Operations Practitioner
Preston Based (Hybrid working)
£63.40 an hour Umbrella Inside IR35
6 Month Contract initially.
This is a great opportunity to work within one of the UK's leading Defence organisations based In Preston. Hybrid working 1-2 days per week on site.
Typical duties include (but are not limited to):
Monitoring and managing day to day incident trends and activities, ensuring SLAs and KPIs are being met. Focus on key areas to maintain Service Desk and Incident Resolver high performance.
Managing and escalating remedial activities through formal and informal routes to ensure failing areas can meet targets within short timeframes.
Operating daily service reviews to manage priorities. Provide a focal point for the Command Centre, Service Desk and Resolver Teams across all areas of service operations and ensure escalations and actions are progressed.
Deputise for the Incident Governance and MIM lead and attend service operation and customer facing meetings.
Provide written and oral summary status incident governance reports with executive summaries, trend analysis and recommendations provided to senior management and stakeholders.
Provide training, support and guidance for less experienced team members.
Ensure supplier managed Major Incidents and activities are effectively communicated and progressed.
Manage multiple major incidents concurrently ensuring that multi-supplier activities are coordinated with clearly documented...