Operations Manager

4 weeks ago

Hounslow, United Kingdom IAG Tech Full time
Job Description

Purpose of the role

  • Delivery and ownership of the key ITIL operational processes (Incident, Problem, Change and Request)
  • Service restoration for all incidents and degradations in service, focus on compliance with SLAs. 
  • Problem resolution and Root Cause, strong focus on continual improvement internally and with MSPs
  • Drive successful change management across the Cargo organisation

Accountabilities

Working in partnership with IAG Cargo IT and the business teams to:

  • Ensure the service delivery remains aligned to business needs through engaging with key   stakeholders to understand and shape business requirements for the short and long term 
  • Ensure that services and key processes meet SLA, and quality standards and conform to compliance requirements 
  • Take a strategic angle to ensure that the approach to delivering services takes the best advantage of market capability, driving efficiency and continual service improvement 
  • Track and report on all services being delivered and align with the Service Management team to assess supplier performance
  • Take the lead in ensuring all services have the robust support model to be able to provide the business requirement
  • Deputise for Head of Service Operations where appropriate

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

 

Key Stakeholders

External:

  • Third-party strategic partners and key solution suppliers

Internal:

  • IAG Cargo IT Senior Leadership Team (SLT)
  • Senior managers/customers from across the Cargo business areas
  • IAG Cargo IT colleagues

Qualifications

Qualifications

  • Educated to degree level or equivalent experience

Desired qualifications

  • ITIL qualification

Skills

  • Deep understanding of service value for customers and driving continuous service improvements.
  • Initiates and manages change to help shape the future direction of IAG Tech and organisation.
  • Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision.
  • Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.
  • Demonstrates and applies a deep understanding of third-party supplier management principles.
  • Excellent communication skills with a capacity to present, discuss and disseminate important messages to an executive audience
  • Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues
  • Fluent written and spoken English

Experience

  • Experience of leading a global 24x7 service offering
  • Strong experience of delivering critical IT services in an operational environment
  • Business partnering, working as a valued partner with internal and external stakeholders across a diverse stakeholder base, delivering a value-added service to customers
  • Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation
  • Proven experience of dealing with diverse supplier framework
  • Good application of supplier management skills, building effective relationships through a business partnering approach, ensuring service levels are maintained for business customers
  • Experience of operating across multiple countries and cultures is desirable, but not essential


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