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IT & Infrastructure Operations Performance Manager
4 months ago
The Role
• Accountable 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.
• Accountable for measuring what level of assurance is required to ensure the Service is being operated at its most optimal level of efficiency and effectiveness.
• Accountable 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.
• The typical planning horizon is variable and aligned by Service reporting that can be adhoc, weekly, monthly, quarterly.
• 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 analysis of contracted service levels with the partners.
Responsibilities
• Clearly 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.
• Actively 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.
• Improves visibility into service performance, and accurately measures progress towards defined objectives.
• Facilitates continuous assessment, evaluation, and refinement of core Service processes to eliminate waste and reduce support-related costs..
• Provides 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
• Experience 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.
• Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams.
Job Description
IT & Infrastructure Operations Performance Manager
• Will 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.
