Information Technology Operations Manager

3 weeks ago

Reading, United Kingdom Project People Full time
IT AND INFRA OPERATIONS PERFORMANCE MANAGER(TELECOM) (IT PERFOR MGR) Reading, EnglandnPROJECT MANANGER – REPORTING(DYNATRACE) – CONTRACT – HYBRID – READINGnWe are hiring a Operations Performance Manager(Telecom) with strong skills on Reoprting skills on Dynatrace for one of my clients in Reading.nProject Manager with Dynatrace -Reporting and Operational ManagementnDuration: 6 months rolling contractnHybrid – 2 days/week onsite in Reading- Mandatory- WednExperience required:nExperience in contract managementnExperience in Infrastructure managementnExperience in managing diverse teamsnExperience in reporting / scripting in Dynatrace, Visual or SplunknExperience in creating Data Visualization ReportsnExpereince in Stakeholder management and working across cross functional teamn“Strong experience in Service performance management, creating scripts/reports skills on DynatracenThe RolenAccountable for leading a team of Operations/Analytical professionals who provide Service insights and hold delivery teams to account on ensuring minimum service quality measures are met and upheld in live operation for IT & Infrastructure technologies.nAccountable for measuring what level of assurance is required to ensure the Service is being operated at its most optimal level of efficiency and effectiveness.nAccountable for developing organisational commitment to ongoing quality improvement by ensuring that the quality assurance process is robust and is based on the best industry practice.nThe typical planning horizon is variable and aligned by Service reporting that can be adhoc, weekly, monthly, quarterly.nAccountable for the day to day operational management of our various service providers, through operational governance, escalation, and management of Service Levels.nAccountable for driving improvements to the operational environment by analysis of contracted service levels with the partners.

ResponsibilitiesnClearly establishes performance goals related to the delivery of Services across all channels (IT service desk, call centre, self-service, retail), and communicates them to all key stakeholders.nActively manages the risks associated to maintaining the service and provides recommendations associated with improving the service across the enterprise with the goal of increasing business performance.nImproves visibility into service performance, and accurately measures progress towards defined objectives.nFacilitates continuous assessment, evaluation, and refinement of core Service processes to eliminate waste and reduce support-related costs..nProvides 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.

ExperiencenExperience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator.nAbility to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams.

Job DescriptionnIT & Infrastructure Operations Performance ManagernWill have clear subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains. Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology.nAbility 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.nWill have a high level, broad end to end understanding of our business and it’s operational performance and be able to demonstrate knowledge of working in a service orientated environment.nWill be passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans. Can demonstrate the ability to gather, analyse and present information in business terms for management and leadership consumption.nAbility to work in a fast-paced changing environment that shows flexibility, resiliency, self-awareness and ability to support other team members.nWill have experience of working directly with partners to successfully deliver outcomes and will demonstrate an awareness of partner contracts.nExperience of leading a team of analytical professionals in Telecommunications environment and driving Service Performance improvements through tangible insights.nCertified in balanced scorecard professionalnITIL Expert Qualification.

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