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Operation Manager

  • Location: Hampshire
  • Salary: £500 - £520 per day
  • Job type: Contract
  • Sector: IT & Information Security

Operation Manager required by our leading client in Aldershot /Hampshire to be responsible for managing hosted customers relationship from a service quality and operations perspective and ensuing the client delivers its service level promise to their customers.


Service / Operational / SLA / ITIL / Cloud / Database / Networks / Improvement


Any knowledge around Cloud would be highly desirable for this position


Role Purpose:

  • Act as the customer advocate on operational and service management matters within SITA. Facilitating the deployment for pre-production and production environment
  • Lead the internal SITA stakeholder's interaction on all service-related issues and orchestrate actions to ensure they are addressed speedily and effectively
  • Be commercially minded and work on reviewing and preparing the monthly charges per SITA hosted customer
  • The core profile of a Client Service Manager may also have a more technical bias:


- To provide the right product expertise and to proactively managing the service performance in a complex technical context.
- To make recommendations, analyze trends, anticipate customer technical evolution and handle complex technical issues and changes.
- In this domain, qualifications, experience, knowledge, skills and competencies are generally more biased towards the technical aspects required in the role and are likely not to entail budget and people management responsibilities but individual contributor competencies.

  • Prepare needed statistics and reporting for the SITA hosted and the Government Gateway as required



Key Responsibilities:

  • Provide ITIL-compliant service management to SITA hosted customer and environment
  • Manage any Service Level Agreements (SLA's) for assigned customers and ensure that all contracted/agreed service levels are met for each element of the services delivered
  • Lead the Continual Process Improvement process with the customer, including recommendations for service upgrades
  • Proactively monitor SITA customer services, identify improvement and risk areas and own the various service improvement plans.
  • Provide support to develop customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external operations support costs
  • Comply with SGS Service Management standards, ITIL processes and practices as defined in the Customer Governance, including:


- Actively use the intranet CSM Knowledge Base to share key customer documents as required.
- Provide service reports to customers and line management.
- Proactively seek improvements and innovations in the services delivered by SITA. - Seek feedback from the customer, agree and own the customer(s) Continual Service Improvement Plans (CSIPs).
- Lead Operation Review Board, Service Performance Review, or any other service related customer meeting in line with contractual obligations and SGS standards.
- Hold regular service reviews with service providers, where required, to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans (SIPs) required are defined and implemented.

  • Work with the Product Manager and DevOps lead to meet incident management commitments, requirements and expectations
  • Ensure that incident management operations comply with the terms of the contract and we fulfil our obligations under the contract relating to deliverables
  • Track and report on performance against the SLAs
  • Monthly service reviews with Client representatives covering the performance and status of the system including: day-to-day incidents, problems, changes, service availability, maintenance activities and service improvement plans
  • Ensure prompt reporting, identification and resolution of incidents
  • Co-ordinate with Product Manager for business continuity plans
  • 3rd party vendor management



Qualifications' and experience required:

  • Bachelor's degree in IT, Telecom or Business, or equivalent
  • ITIL Service Management, or equivalent experience required
  • ITIL Intermediate Certificate
  • 5 years or more experience in a related role, delivering IT services to internal or external customers
  • 3 years or more management experience in a customer facing environment, ideally working independently
  • Airline / Air Transport industry highly desirable
  • Experience in a complex, multi-cultural, matrix management organization
  • Experience of working successfully in a process-oriented environment
  • Experience of continuous service improvement methods
  • Service management process knowledge (ITIL Service Support & Service Delivery) Knowledge and understanding of Database, network and communication protocols.
  • Cloud knowledge is highly desirable.
  • Ability to build relationships with peer and management levels both with clients and the company management
  • Ability to work under pressure (e.g. during crisis) and multi-task



Capita IT Resourcing is acting as an Employment Business in relation to this vacancy.

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