IT Operations Manager

2 weeks ago


London, Greater London, United Kingdom Project People Full time

Telecom IT Service Delivery Lead

Job Type: Contract

Location: Remote (2 days on-site in Reading)

We are seeking an experienced Telecom IT Service Delivery Lead to join our client in Reading. The successful candidate will lead a team of professionals providing service insights and ensuring minimum service quality measures are met.

Role Overview:

  1. Lead a team of Operations/Analytical professionals to provide service insights and hold delivery teams accountable for service quality.
  2. Measure the level of assurance required to ensure services are operated at optimal efficiency and effectiveness.
  3. Develop organisational commitment to ongoing quality improvement by ensuring quality assurance processes are robust and based on industry best practices.
  4. Manage day-to-day operational governance, escalation, and management of Service Levels with service providers.
  5. Drive improvements to the operational environment by analysing contracted service levels with partners.

Key Responsibilities:

  1. Establish performance goals related to service delivery across all channels and communicate them to stakeholders.
  2. Manage risks associated with maintaining services and provide recommendations to improve services and increase business performance.
  3. Improve visibility into service performance and accurately measure progress towards defined objectives.
  4. Facilitate continuous assessment, evaluation, and refinement of Service processes to eliminate waste and reduce support-related costs.
  5. Provide balanced scorecards for Services underpinned by IT & Infrastructure technology services.
  6. Work with and influence various levels of management, building relationships and influence across teams and a wider community of leaders and managers.
  7. Ability to lead, make decisions, problem solve, and work within teams, demonstrating flexibility and agility.

Requirements:

  1. Experience with reporting, scripting, and tools such as Helix, Splunk, and dynatrace.
  2. Managing diverse teams and knowledge of matrix workings.
  3. Mobile/Telecom experience in IT architecture Systems - OSS/BSS.
  4. Knowledge of toolset for operational data performance management.
  5. Delivering reports across multiple teams to senior stakeholders.


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