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IT Infrastructure Ops Performance Manager - ITIL - OSS/BSS/CRM

Job Title: IT Infrastructure Ops Performance Manager - ITIL - OSS/BSS/CRM
Contract Type: Contract
Location: Reading
Salary: Negotiable
Start Date: asap
Duration: 6 months
REF: X/ITOPS/SARA_1715937562
Contact Name: Sara Rowe
Contact Email:
Job Published: 27 days ago

Job Description

IT Infrastrucutre Operations Performance Manager - ITIL - OSS/BSS/CRM - 6 month contract

Reading (2 days/week in office)


Accountable for leading a team of Operations/Analytical professionals who provide Service insights and hold delivery teams to account on ensuring minimum service quality measures are met and upheld in live operation for IT & Infrastructure technologies.

* Accountable for measuring what level of assurance is required to ensure the Service is being operated at its most optimal level of efficiency and effectiveness.

* Accountable for developing organisational commitment to ongoing quality improvement by ensuring that the quality assurance process is robust and is based on the best industry practice.

* The typical planning horizon is variable and aligned by Service reporting that can be adhoc, weekly, monthly, quarterly.

* Accountable for the day to day operational management of our various service providers, through operational governance, escalation, and management of Service Levels.

* Accountable for driving improvements to the operational environment by analysis of contracted service levels with the partners.

Essential Skills:

  • Toolsets for data driven operations - i.e. writing reports/ dashboards using the below tech stack. = Dynatrace, Helix, Splunk etc
  • People management experience - managing a diverse team
  • Knowing the IT estate / strong IT architecture - knowledge of OSS/BSS/ CRM/ORM which supports apps and websites


Experience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator.

Ability to design, create and establish reporting/scripting and the ability to use Excel, Python, Helix, Splunk, Dynatrace

Service Performance Management experience.

Present to senior management.

Project People is acting as an Employment Business in relation to this vacancy.