We require a strong Data Performance Manager who will be responsible for leading a team of Operations/Analytical professionals who provide service insights and hold delivery teams accountable for ensuring minimum service quality measures are met and upheld in live operations 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 the ability to use data and insight to make informed decisions, solve problems, and contribute to operational and strategic plans. Demonstrate the ability to gather, analyze, and present information in business terms and present this to management and senior leadership teams.
Responsibilities:
* Accountable for the day-to-day operational management of our various service providers, through operational governance, escalation, and management of service levels.
* Accountable for driving improvements to the operational environment by analyzing contracted service levels with the partners.
* Clearly establish performance goals related to the delivery of services across all channels (IT service desk, call center, self-service, retail), and communicate them to all key stakeholders.
* 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.
* Manage a team to ensure the driving of and performance of data operations.
Experience Needed:
* Previous experience of working within IT for a telecoms company, particularly IT systems such as BSS/OSS to deliver actionable insights.
* Experience of managing a team to drive operational performance.
* Conduct statistical data analysis and present findings to both technical and non-technical audiences.
* Create comprehensive reports that evaluate end-to-end service performance and identify opportunities for improvement.
* Strong reporting skills with the ability to explain complex data to both leadership and non-technical stakeholders.
* Experience with reporting tools and scripting languages such as Helix, Splunk, and Dynatrac.
Project People is acting as an Employment Business in relation to this vacancy.
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