Toc Operations Manager
3 weeks ago
Your new role
The TOC Operations Manager will provide overall leadership, control and decision-making and take line management responsibility for a number of service management teams.
The TOC Operations Manager is responsible for implementing the strategy and objectives for TOC in support of Highways England’s objectives and commitments to its customers. This includes overall responsibility for the initiation, transition and ongoing operationand maintenance of our operational technology service management capabilities within Highways England.
Our Technology Operations Capability (TOC) exists to deliver a full-service management capability for our critical operational technology services that enable our Regional Operations Centres to successfully manage our strategic road network, using our servicesto operate roadside equipment, manage on-road resources and connect with our customers 24 hours a day, 365 days a year.
What you’ll be leading on
Take ownership for the delivery and development of the TOC Safety Plan, ensuring teams understand safety requirements in the Highways England operational environment and the impact our work has on the safety of our teams, the supply chain and road users.
Lead the TOC operational teams, creating and driving an open, honest, and collaborative culture to deliver an excellent service to our operational colleagues whilst seeking to continually improve our services.
Lead on people management, defining what good looks like for our operational teams, owning requirements for resource management (shift plans), recruitment and development, continuously developing the resource strategy and plan to ensure adequate resourcinglevels.
Lead on the promotion of technical innovation; the sharing of knowledge, best practice, lessons learned; and service improvements / advancements within the scope operational technology service management.
Leads on measurement of TOC performance against its KPIs and service metrics, whilst ensuring that all services delivered continue to meet with customer requirements.
Drives our continual service improvement plan, in partnership with the Continual Service Improvement Manager, identifying and prioritising service improvements, ensuring the safety impact of any proposed changes are assessed and documented.
Own the operational relationships with suppliers making sure services and products are aligned to industry best practice and regulatory and contractual requirements.
Develop the strategic and tactical roadmaps for service management making sure they are future-proofed, and the organisation derives maximum value from investment in technologies.
Lead the review of interface agreements, work instructions and knowledge articles with the various parties to determine if they are still appropriate, retain relevancy and are being adhered with as requested.
Develop the use of asset history to build intelligence of technology estate e.g. age, mean time before failure, expected life remaining, supplier product programme (obsolescence), recurring incidents (for problem management) monthly.
Support the TOC Service Manager in negotiations of Service and Organisational Level Agreements.
Work with direct reports to orchestrate the most efficient deployment of resources both within TOC and regional maintenance functions.
Develop and drive a plan for regular audits and reviews to maintain compliance with Highways England processes and procedures, and to identify and deliver improvements.
Drive the use of targeted audits to provide assurance that routine maintenance is being undertaken to agreed schedules for different asset types (e.g. electrical testing).
To be successful
Experience and track record of successfully leading and managing teams in an IT Service Management (ITSM) environment (or in large complex technology/IT projects or programmes).
Excellent inter-personal skills with strong leadership and management abilities, capable of communicating effectively with all parts of the business.
Experience of service management and performance management of service providers
Experience of leading the investigation and resolution of incidents and ensure that the right actions are taken to investigate, resolve and anticipate problems. Coordinate teams to investigate problems, implement solutions and take preventive measures.
Experience of managing testing activities within development or integration activities. Know how to manage risks and can take preventative action when risks become unacceptable whilst managing customer relations.
Experience of effectively managing and working with stakeholders from Board level to Delivery teams.
Experience of leading / overseeing service changes in an ITSM environment ensuring that release policies, procedures and processes are applied.
Experience of leading / overseeing service improvement initiatives in an ITSM environment. Understanding of supporting factors such as health and safety, quality management and environmental management systems
Professional qualification or Chartership with an appropriate institute e.g. CMI, ITIL certification
The TOC Operations Manager will provide leadership to all those working within the TOC, ensuring direct reports, and their teams, are clear on expectations and standards of performance required.
The role will require direct line management of a number of Incident Managers and Incident Analysts as well as indirect management of National Technology Relationship Manager (NTRM) and Calibration and Optimisation (CALO) analysts.
TOC Operations Manager will be responsible for the performance, health, safety and welfare of their direct reports and indirect reports when working for TOC.
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