Operations Lead

4 weeks ago

London, United Kingdom Tech Mahindra Full time

Role: Operations Lead

Location: London, UK

Salary: £ 70000 to 76000 per annum

Job Description:

  • Strategic Planning: Develop and implement strategies for IT service management aligned with organizational goals and industry best practices such as ITIL (Information Technology Infrastructure Library). Plan, Design and coordination of resources to make sure the services delivered are effectively transitioned into Operations.
  • Process Design and Improvement: Design, document, and continuously improve IT service management processes including incident management, problem management, change management, service level management, and others. Partner with Internal, external and third party teams to design and deliver new services from Transformation/Transition projects into BAU.
  • Service Delivery Oversight: Ensure the delivery of IT services meets agreed-upon service level agreements (SLAs), Key Performance Indicators (KPIs), and customer expectations. Report on BAU performance post service transition to BAU
  • Incident and Problem Management: Lead the incident and problem management process, ensuring timely resolution of incidents and identification of root causes to prevent recurrence.
  • Change Management: Manage the change management process to minimize disruptions to IT services while implementing changes to infrastructure, applications, and services.
  • Service Catalog Management: Develop and maintain a service catalog that clearly defines available IT services, service levels, and associated costs.
  • Service Level Management: Monitor and report on service level performance, identify areas for improvement, and collaborate with stakeholders to establish realistic service level targets.
  • Vendor Management: Manage relationships with third-party vendors and service providers to ensure alignment with service level agreements and contractual obligations.
  • Risk Management: Identify and mitigate risks related to IT service delivery, including security risks, compliance issues, and operational risks.
  • Team Leadership and Development: Provide leadership and guidance to the service management team, foster a culture of collaboration and continuous improvement, and support the professional development of team members.
  • Strategy Development: Develop strategies and roadmaps for implementing and managing Service Integration and Management (SIAM) practices within the organization, aligned with business objectives and IT service delivery goals.
  • Service Integration: Oversee the integration of multiple service providers, both internal and external, to deliver end-to-end services that meet business requirements and customer expectations.
  • Stakeholder Communication: Communicate regularly with stakeholders including business leaders, IT teams, and end-users to ensure alignment of IT services with business needs and expectations.Budget Management: Develop and manage the budget for IT service management activities, ensuring efficient allocation of resources to support service delivery goals.
  • Quality Assurance: Implement quality assurance processes to monitor and evaluate the effectiveness of IT service management practices and identify opportunities for enhancement.
  • Continuous Improvement: Drive a culture of continuous improvement within the service management function, regularly reviewing processes, procedures, and performance metrics to identify opportunities for optimization.Overall, the Service Management Lead plays a critical role in ensuring the effective and efficient delivery of IT services, maintaining high levels of customer satisfaction, and driving continuous improvement to meet evolving business needs and technological advancements.
  • Along with Operation management, candidate will need to manage Contract Compliance management & reporting.
  • Contract Management: Oversee the entire lifecycle of contracts regulatory requirements.
  • Obligation Identification: Identify and document all contractual obligations, including deliverables, milestones, performance standards, and other commitments made by both parties.
  • Tracking and Monitoring: Develop and maintain systems and processes for tracking and monitoring contract obligations, ensuring timely fulfillment and compliance.
  • Risk Assessment: Assess the potential risks associated with contractual obligations, including financial, legal, and operational risks, and develop mitigation strategies as needed.
  • Communication: Serve as the primary point of contact for internal stakeholders and external parties regarding contractual obligations, providing regular updates on progress and addressing any issues or concerns that arise.
  • Documentation Management: Maintain accurate and up-to-date records of all contract-related documents, including contracts, amendments, and correspondence, ensuring easy access and retrieval as needed.
  • Overall, the Contract Obligation Lead plays a crucial role in ensuring that contractual obligations are fulfilled in a timely and compliant manner, minimizing risks and maximizing value for the organization.

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