IT & Infrastructure Operations Performance Manager
Reading
Hybrid working
Are you an experienced IT & Infrastructure Operations Performance Manager looking for your next assignment to deliver excellent service?
We are looking for someone for a contract until June 2025, to be accountable for leading a team of operations and analytical professionals who provide service insights and hold delivery teams accountable for ensuring minimum service quality measures are met and upheld in live operation for IT & Infrastructure technologies.
Responsibilities
1. Clearly establish performance goals related to the delivery of services across all channels (IT service desk, call centre, self-service, retail), and communicate them to all key stakeholders.
2. Actively manage the risks associated with maintaining the service and provide recommendations for improving the service across the enterprise with the goal of increasing business performance.
3. Improve visibility into service performance and accurately measure progress towards defined objectives.
4. Facilitate continuous assessment, evaluation, and refinement of core service processes to eliminate waste and reduce support-related costs.
5. Provide service owners with balanced scorecards for all services underpinned by IT & Infrastructure technology services covering all facets of service: customer experience, quality management, financial, security, and compliance.
Experience
1. Experience working with and influencing various levels of management, building relationships, and influencing across teams and a wider community of other leaders and managers. A clear communicator.
2. Ability to lead, make decisions, problem solve, and work within teams. Demonstrated flexibility and agility to move between role types within teams.
3. Subject matter experience in their area (both technical and commercial) and ability to connect and work across multiple domains. Demonstrated knowledge of their area articulated through key operating elements of people, process, and technology.
4. Ability to contribute to the development of strategies (and/or service strategies) within their area and understand the importance of the customer experience and how this can be affected by service impacts.
5. High level, broad end-to-end understanding of our business and its operational performance, demonstrating knowledge of working in a service-oriented environment.
6. Passionate about the use of data and insight to make informed decisions, solve problems, and input to operational and strategic plans. Ability to gather, analyze, and present information in business terms for management and leadership consumption.
7. Ability to work in a fast-paced changing environment that shows flexibility, resiliency, self-awareness, and the ability to support other team members.
8. Experience working directly with partners to successfully deliver outcomes and an awareness of partner contracts.
9. Experience leading a team of analytical professionals in a telecommunications environment and driving service performance improvements through tangible insights.
10. Certified in balanced scorecard professional.
11. ITIL Expert Qualification.
12. MUST have a background in telecommunications.
13. MUST have BSS/OSS experience.
14. MUST have data reporting experience and understand the tools for this, with the ability to extract data and report on it.
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