Head of Operations

4 weeks ago

London, United Kingdom Capita Full time

Responsible for managing a technical team of Infrastructure Engineers provide managed services to our large customer base, across a wide range of infrastructure technologies and SLAs. Help strengthen our Team as our Head of Infrastructure Operations. Home based role Job Description:
Responsible for managing a technical team of Infrastructure Engineers provide managed services to our large customer base, across a wide range of infrastructure technologies and SLAs.
What you'll be doing:
•Key part of the Hosting leadership Team, providing leadership in a virtual capacity and direct people management capacity.•Successfully lead infrastructure Operations Team, driving a culture of service excellence and continuous improvement with the objective of delighting our customers.•Direct line management of Windows, UNIX & Storage Engineers and Architects, ensuring regular 1-2-1's are carried out where objectives are tracked and training & progression requirements are identified and actioned.•Accountable for providing high quality operational support services to the levels defined within the customer contracts, and maintaining the high availability of all customer critical services.•Provide operational sign off during the Cost & Solution review process, this includes attending the review sessions, and providing support and advice to the Bid Team.•Ensure resource levels, operational spend and cost recovery are monitored and working closely with the Finance Team.•Conduct regular team meetings with direct reports and wider team to ensure the team are kept abreast of changes, company updates and opportunities, and to obtain operational updates.•Act as a senior escalation point for high level escalations from the customer and internally.•Produce monthly management reporting to track SLA/KPI performance and call out the highs and lows for the month.•Accountable for any risks assigned to Infrastructure Operations, ensuring there is a plan to mitigate, and the relevant stakeholders are kept informed.•Accountable for the business continuity plan for infrastructure Operations.•Support and drive internal improvement initiatives to build a world class operations function.•Working closely with the Service Management & Lifecycle teams to provide support for customer issues, major incidents, escalations and service improvement activities What we're looking for:
•This is a leadership role, so the ideal candidate will be someone who has extensive service and/or technical management and leadership experience and is able to draw upon this knowledge to deliver excellent customer service.•Experience leading large technical teams with a good understanding of infrastructure technologies (Windows, VMware, UNIX & on-prem cloud) in a service provider organisation.•Track record of successfully building, developing and leading high performing teams and a customer centric culture.•Experience of building excellent working relationships with Board Level Executives (SMT) and Directors/ Senior Management (customer and internal).•Worked in a sizeable, fast moving /complex, service led technical and commercial ITIL aligned environment preferably within the telecoms and network industry.•Outstanding personal organisational skills•Ability to rapidly build relationships with colleagues at all levels of the business.•Ability to persuade and influence organisationally through a variety of approaches and across all levels of the business.•Excellent verbal and written communications including presentation skills•Experience of cross functional working and the ability to demonstrate a collaborative approach, one team, with regarding to building key relationships across the business.•Experience of having led, defined and implemented a successful communications plan, communicating and celebrating team success.•Demonstrable knowledge of continuous improvement and process transformations with the IT industry, and experience of leading and delivering improvement programmes in similar companies.•Ability to challenge "the norm" and introduce new ways for working•Proven track record in meeting and surpassing targets.•Outstanding problem-solving skills• Must have significant understanding of UNIX, Windows, HyperV, VMware technologies • Must have experience of operating in a global organisation and at scal #J-18808-Ljbffr

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