This Job Vacancy has Expired!

IT Operations Manager

Acora Limited

Posted on Nov 3, 2022 by Acora Limited

Milton Keynes, Buckinghamshire, United Kingdom
IT
Immediate Start
Annual Salary
Full-Time

Purpose/Responsibilities of Role- IT Operations Manager

As an IT Operations Manager you will manage one of Acora's dedicated operations team to deliver all contracted services to a portfolio of allocated customers. You will oversee a number of key functions within the Service Operations department that enable the delivery of a high quality of service.

This position is based at an Acora location but is a customer facing role and requires that you establish and manage expectations within your customer portfolio in alignment with contracted service levels whilst seeking to strengthen and develop relationships for the longer-term.

  • Lead an operational team, dedicated to the delivery of services to your portfolio of customers, along with having Accountability on delivery the services as outlined in the customers MSA's.
  • Manage resourcing budgets for the team and drive efficiencies to maintain and improve financial contribution of your portfolio of clients.
  • Ensure all of the team have a development plan which is reviewed regularly and ensure that there is succession plan for all key roles within the team.
  • Inspect and/or lead recruitment activities within the team.
  • Pro-actively inspect, control and support service delivery; working with the Service Delivery Management team (where aligned) and colleagues across Service Operations ensuring systems, methodologies and procedures are in place and followed.
  • Champion excellent customer service and outstanding support for our Customers.
  • Maintain an understanding of projects impacting your customer portfolio as well as ensuring comprehensive acceptance into support is undertaken ahead of go-live.
  • Demonstrate a strong understanding of your customers' utilisation of our services (SLA/KPI as well as other service metrics and supporting data)
  • Attend Key Client service review meetings covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes.
  • With the Service Delivery Management team (where aligned) and Service Operations Teams ensure that Service improvement plans ( SIPs') are owned and managed to ensure Acora contracted services are delivered to the agreed level and quality.
  • Deliver high quality internal management information as well as Service Reporting to key clients as outlined in the Master Services Agreement.
  • Where required own to conclusion any operational escalations or formal complaints.
  • Provide oversight as required to major incidents that may affect your clients.
  • Ensure ownership and inspection of any actions or recommendations arising from Major Incidents and Disaster Recovery tests or actual invocation.
  • Be a stakeholder in the on-boarding ( Service Transition') of new customers into your dedicated support team.
  • Own the measurement and review process of customer satisfaction monitoring ( CSAT') within your portfolio of customers and ensure any actions necessary are owned and delivered to ensure CSAT targets are being met.
  • Drive your team to identify areas of service improvement and technical remediation and liaise with the Service Delivery Management team and Account Director to raise sales opportunities as they arise.

Job Requirements/Experience: IT Operations Manager

  • Strong leadership and people management skills.
  • An evident passion for good customer service.
  • A good technical background covering a variety of technical workstreams
  • Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholders.
  • Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers within your team.
  • Manage and prioritise tasks/time efficiently and encourage the same in others throughout your team.
  • Able to facilitate, chair and steer internal meetings to achieve the stated objective/decision.
  • Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
  • ITIL foundation qualification or better.
  • Experience of managing, measuring and improving service delivery.
  • Willingness to support and mentor junior members of your team and peers within Service Operations.
  • Able to excel under pressure and meet deadlines.
  • Demonstrate a creative approach to problem solving and conflict resolution within your team.

Privacy Policy

In general, you can visit online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request. Acora is fully compliant with the General Data Protection Regulation 2016.

Reference: 1781102308

Set up alerts to get notified of new vacancies.

Similar Jobs

IT Operations Manager

Stoke-on-trent, Staffordshire, United Kingdom

£50k - £50k Annual

IT Operations Manager

Etruria, Staffordshire, United Kingdom

£50k - £50k Annual

IT Operations Manager

Old Street, Greater London, United Kingdom

£55k - £65k Annual

Infrastructure Operations Manager

London, United Kingdom

£55.9k - £55.9k Annual

Digital Operations Manager

London, United Kingdom

£40k - £44k Annual

IT Security Operations Manager

London, United Kingdom

£75k - £80k Annual

IT Security Operations Manager

London, United Kingdom

£70k - £75k Annual

Data Operations Manager

London, United Kingdom

£50k - £70k Annual

Group IT Operations Manager

Bury St Edmunds, Suffolk, United Kingdom

£50k - £60k Annual

Operations Manager - Fibre

London, United Kingdom

£45k - £55k Annual