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Head of Service Operations

Job Title: Head of Service Operations
Contract Type: Permanent
Location: Maidenhead, Berkshire
Industry:
Salary: £80000 - £90000 per annum + Competitive salary + Benefits + Bonus
Start Date: ASAP
Reference: BBBH5796_1490717879
Contact Name: Jack Grimes
Contact Email: jgrimes@venquis.com
Job Published: March 28, 2017 17:18

Job Description


Global Service Operations Manager (ITIL)


This is an IT transformation journey to simplify, standardise and centralize the technology landscape. The objective is to create the foundation from which it can drive the digitization agenda of the newly formed cluster of Transport & Logistics brands. The first step in the IT Strategy is to put in place a core IT team that can deliver standard IT services.

A vacancy exists for a Service Operations Manager ITIL

Purpose:
Responsible for the leadership and management of the Service Options Team with the overall accountability of Service Operations functions including continuity, maintenance, end-user computing, service level management and security operations.
The Service Operations Lead will be responsible for the acceptance of new services from the Service Delivery organization, integration of process with the Application Management organization and delivery of services into the Operation organization.


PRINCIPAL ACCOUNTABILITIES:
  • Defining objectives for the Service Operations functions and managing delivery against agreed targets.
  • Working concurrently across multiple work streams, functional towers and organizational groups to ensure alignment and integration.
  • Ensuing functional and procedural integration with Service Delivery, Application Management and Terminal operations.
  • Ensuring that Service Operations are ready to receive new releases e.g. knowledge of the system, known defects, administration and production operation transferred and the Service Desk training completed
  • Supporting the definition of project scope, requirements and timescales with key Terminal stakeholders
  • Understanding all projects affecting the Terminals and their interactions to identify and proactively manage any dependencies and/or conflicts
  • Working with the Service Delivery team to manage the transition
  • Working with the project managers to gain technical and Terminal governance approval including change control for services to be implemented




SKILLS/EXPERIENCE & QUALIFICATION
  • Bachelor degree in Computer Science or related experience/certifications.
  • Experience in Business & IT Transition & Transformation Service introduction
  • Advanced knowledge of project management
  • Advanced knowledge of service operations
  • Advanced knowledge of IT service management processes
  • ITIL manager certification - advantageous
  • Medium knowledge of people and organisational change
  • Advanced knowledge of Information Services functions
  • Medium knowledge of Shared Services - advantageous
  • Advanced knowledge of service transition
  • In this role, you will be the person who cooperates with great number of stakeholders
  • Additionally, we expect you have strong independent drive and goal-orientation, a high level of self-confidence combined with the ability to meet deadlines through prioritizing and organizing activities.
  • Experience in project management (plan, risk, issues, change, budget, resources,)
  • Experience in managing complex stakeholder's maps
  • Excellent analytical and problem solving skills
  • Exposure to project lifecycle
  • Good prioritization skills
  • Strong communication and advisory skills
  • Strong interpersonal skills/personal impact
  • Solves challenges based on accurate identification of underlying factors/causes and is aware of the impact of proposed solutions outside their own immediate area
  • Works well under pressure and can navigate uncertainty



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