Senior Service Acceptance Manager

3 weeks ago

Nottingham, United Kingdom Calyx Full time

**Job Purpose**:
As Senior Service Acceptance Manager, you play a critical role in achieving successful development of new products, updates to existing products along with new deployments and upgrade projects for our clients. You will be an integral part of Service Operationsand Service Acceptance. In this role, you will work closely with stakeholders from across the business, provide consultancy for design of service packages, thus ensuring operational plans, knowledge, monitoring, and processes are in place in advance of defininga service as operationally ready for deployment.

Identification, communication, and reporting of risk/issues (RAID) to the business are a fundamental component of this role as these ensure that Business risk is understood, mitigated, or accepted as necessary. This role requires communication at all levelsof the business ensuring valid concerns are highlighted. Management of risk must also be balanced with long-term cost, stakeholder timelines, customer satisfaction and speed/efficiency of project activity.

**Key Accountabilities**:
Accountability Supporting Activities Operational service design

Act as Service operations technical design reviewers, consultant, and approver in front of architecture and engineering

Continuously improve support architectures for reduced operational costs and increased customer satisfaction

Define and escalate concerns associated with Service Designs to Senior Management where necessary

Work with Service Operations management, IT Management, Engineering, Architecture and Operations teams to identify opportunities for continual service optimization and driving these opportunities

Skill Development, embraces and shows leadership qualities in a matrix environment which expands beyond immediate group, works independently as technology leader, advises management on work and technology direction

Works to shape the thinking of the business to lead / extend their use of technology and direction

Operational risk assessment - Identify operational risks, through in-depth technical analysis, in advance of client Go Live ensuring documentation and risk mitigation plans are defined in preparation of production deployment

Demand Forecasting**-** Understand support resource requirements and timelines through analysis of service designs

Work collaboratively with Service Operations Management to forecast and agree Service Desk and Technical Support resource demands whilst defining strategies to deliver a complete and seamless service to clients

Through Service Design analysis identify potential future resource demands for Service Desk and Technical Support Lead

Knowledge Transfer**-** Ensure appropriate knowledge transfers and articles are identified, produced, and provided to service desk staff to be able to deliver operational service

Business Management**-** Prepare, compile and present ad-hoc and periodic Senior Executive and Board level reporting

Own and drive strategic transformation plans for the organizational initiatives, and overall program engagement activities, as well as communications strategy

Help control the department’s operational expenses, headcount projections and budgets, efficiency commitments, annual training needs, and plans

Relationship Management**-**Identifies the communications and relationship needs of stakeholder groups and translates communications/stakeholder engagement strategies into specific activities and deliverables

Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining, and working to stakeholder engagement strategies and plans.

Provides informed feedback to assess and promote understanding. Facilitates business decision-making processes.

Leads actions to improve relations and open communications with and between stakeholders.

**Skills**:
Excellent interpersonal, verbal, and written communication skills

Ability to manage multiple and varied tasks with enthusiasm and prioritize workload whilst maintaining a keen attention to detail

Must have the ability to work methodically in a fast-paced, time-sensitive environment

Builds and maintains a broad and deep knowledge of solutions architecture within the life sciences industry

Ability to define and implement appropriate knowledge, tools, and designs

Ability to identify and implement support process improvements

Process-oriented implementer and supporter of ITIL and Agile approaches

**Experience**:
Significant experience of technology in regulated environments or relevant technical experience from another domain that is transferable

Understanding of Agile methodologies (preferably Scrum) - Modelling, Process Modelling and/or other design methodologies

Solid Professional experience in the same or very similar role

Expert in the maintenance and support of complex business systems that support a worldwide-distributed user base within a regulated industry environment

Technical project management experience

**Education**:
Ideally Degree level qualification in addition to practical professional experience in an Service Acceptance role.

**Benefits**:
In return we will be able to offer you a structured career pathway and development within the role. Your hard work will be rewarded with a competitive salary and benefits package including 25 days holiday per year, pension scheme, life assurance, long termdisability insurance, a health cash plan, and other leading-edge benefits that you would expect.

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