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Business Services Operations Manager
2 months ago
Position:
Business Services Operations Manager
Location:
Hybrid (3 days a week onsite)
The primary responsibility is to ensure the effective delivery of service agreements, collaborating with internal teams and external vendors to meet established standards.
Accountable for the alignment of all IT service management protocols, operational agreements, and foundational contracts with the predetermined service level objectives.
Overseeing and managing service performance through the generation of insightful management reports; monitoring service levels, conducting regular reviews with stakeholders, and engaging with clients and users to uncover additional enhancement opportunities.
Supplier Performance Oversight:
Management of vendor performance, ensuring accountability for delivering services that meet agreed-upon standards and quality metrics.
Stakeholder Engagement and Communication:
Collaborating with senior service stakeholders and the user community to grasp the operational needs of the service.
Coordinating plans and timelines with stakeholders for service interruptions due to maintenance or issue resolution, ensuring alignment with business and user requirements.
Service Enhancement and Development:
Partnering with stakeholders to identify, prioritize, and document evolving service needs on a regular basis.
Working with stakeholders to obtain costed proposals for addressing those needs and integrating this demand for changes or enhancements into the business governance framework.
Experience in roles that involve managing high-priority digital or technological services in a fast-paced operational context.Proven track record of establishing and nurturing relationships with a diverse range of business users and senior stakeholders in the realm of service management for live IT services.
Experience in overseeing commercial or internal suppliers and their performance in relation to agreed contractual obligations or service level agreements.Exceptional verbal and written communication skills to ensure that all stakeholders associated with the service maintain a clear understanding of the service status and related tasks at all times.
