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Service Operations Lead
2 months ago
Service Operations Lead 8B
Role Summary:
We are seeking a Service Operations Lead to become an integral part of our organization. In this position, you will be responsible for ensuring the seamless operation of our integrated services nationwide. This includes overseeing various administrative functions, generating reports, and guaranteeing that services are delivered to the highest quality standards.
Your role will involve designing and executing business processes related to service management, monitoring performance metrics, and ensuring that our services align with organizational needs. You will also be tasked with evaluating supplier performance, managing platform stability, and responding to alerts. Collaboration is essential—you will engage with various teams to disseminate best practices and assist in the development of training materials and guidance.
If you thrive in a dynamic environment and enjoy tackling challenges, this position may be an excellent match for you.
Work Environment:
- Hours: Full-time position with a standard workweek of 37.5 hours.
- Type of Employment: Permanent role.
- Work Arrangement: Based in Leeds with weekly in-office attendance required, including occasional travel to other locations.
Main Responsibilities:
- Assist in the design and execution of business processes for service management and operational functions.
- Develop and oversee reporting mechanisms to track service performance and utilization.
- Evaluate supplier performance and address any arising issues.
- Ensure the smooth operation of services and lead initiatives for continuous improvement.
- Monitor platform stability and coordinate responses to alerts.
- Assess the implications of proposed changes and ensure effective implementation.
- Collaborate with stakeholders to share and implement best practices across the organization.
- Serve as a subject matter expert, guiding stakeholders towards the adoption of best practices.
Candidate Profile:
We are looking for a proactive and detail-oriented individual with a strong ability to manage complex projects. Excellent communication skills with stakeholders and the capability to lead diverse teams are essential. Your ability to foresee and resolve issues will be crucial in maintaining our high standards. Proficiency in utilizing data to inform decisions and drive improvements is highly valued.
Required Skills:
- Strong background in service operations and system administration.
- Proven experience managing large-scale, complex service management frameworks.
- Comprehensive understanding of ITIL Service Management and process implementation.
- Demonstrated success in designing and executing business processes within large organizations.
- Expertise in risk and quality management.
- History of effectively leading and motivating both internal and external teams.
- Ability to coordinate the administration and maintenance of complex technology platforms.
- Familiarity with SaaS/cloud-based technologies, ensuring compliance with data protection standards.
Key Attributes:
- Ability to anticipate and manage challenges effectively.
- High-level analytical skills with the capacity to present complex data clearly.
- Strong leadership and interpersonal abilities.
- Excellent communication skills, capable of engaging with senior stakeholders.
- Ability to handle sensitive information and communicate difficult messages with tact.
Qualifications:
- Master's level education or equivalent experience.
- ITIL/IT Service Management certification.
- PRINCE2 foundation or equivalent project management qualification.
Compensation & Benefits:
- A competitive salary range of £58, 972 - £68, 525 (Band 8b) commensurate with your expertise.
- Access to cutting-edge technologies that empower you to remain at the forefront of the industry.
- Comprehensive mental wellness support and a culture that promotes a healthy work-life balance.
Next Steps:
We value independent thought and encourage risk-taking. Every team member should have the opportunity to contribute and share their ideas. Our culture promotes a healthy work-life balance, and we strive to create a supportive and enjoyable working environment.
