Operations Manager

2 weeks ago

Liverpool, United Kingdom Heat Recruitment Full time

**Role**: IT Service Operations Manager
**Contracting Authority**: HSE
**Location**: Hybrid - 1 day a week in York or Liverpool

**Duration**: 4 months
**IR35**: Inside
**Pay Rate**: £440 per day
**Clearance: Active SC**
**Minimum requirement**:

- **Active SC clearance**:

- Must be able to demonstrate experience and knowledge of Involvement in one of the stages of the development life cycle and/or in a service management support
- Meticulous attention to detail along with the ability to be a highly effective communicator

**Summary of role**:

- Manage and co-ordinate support teams in the registration, investigation and resolution of major incidents and problems and co-ordinate activities with involved teams including implementation of "workaround" solutions and fixes.
- Manage all follow-up activities relating to the appropriate Service Management process reviews (e.g. Major Incident Reviews).
- Identify and support performance improvement opportunities and ensure compliance with quality management, risk management, security policies and procedures.
- Evaluate and communicate through agreed channels the impact of incidents on customers and manage the expectation of stakeholders.
- Have input to and drive effective use of Service Management processes (e.g. Major Incident, Incident Management, Change Management, Problem Management) in order to optimise service availability and reduce service downtime and the impact of risks/issues.Analyse metrics, approve plans, report on performance and make recommendations that support a focus on service stability and a high-quality end user experience.
- Engage with key service management stakeholders and 3rd party suppliers to review the performance of the production operational service, and associated risks and issues.
- Assess the impact of current issues affecting live service operation and the consequential effects it may have on the wider estate.
- Provide cover and assistance for the other leaders when required.
- Lead and develop teams to make sure that service level agreements and operational level agreements are in place with both external and internal teams.
- Ensure all contractors carry out processes to ITIL standards.
- Collaborate with other IT service functions to make sure that services are maintained.
- Lead the day to day delivery of IT Services.
- Plan and schedule the testing and deployment of releases.
- Deliver new functionality required by the business while protecting the integrity of existing services.
- Ensure service asset and configuration items are controlled, and that accurate and reliable information about these assets is available when needed.
- Development and production of regular reports to determine how the UC services are performing
- Evaluating supplier performance.
- Ensuring Suppliers comply with Service Level Agreements (SLAs) and Operational Level agreements (OLAs).
- Assisting with transition to new/upgraded services in line with current strategy.
- Working closely with project teams in the development of new/upgraded services.
- Establishing good working relationships with Suppliers, Service owners and other key Stakeholders.
- Undertaking continual monitoring of supplier performance.
- Instigating and conducting service improvements.
- Providing input into Service and Supplier reviews.

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