Junior Service Operations Manager

The Service Operations Manager (Junior) contributes to delivering the Operations outcomes of:

• Ensure that incidnets are managed according to SLA's and KPI's
• Triage contacts to support teams and escalate tickets as necessary
• Identify areas for continuous service improvement.
• Ensure that practises and processes exist and where possible are formalised and repeatable
• Ensure communication delivered to users/shareholders is accurate, appropriate and high quality.
• Plays a key role in supporting and developing the use of new BMC remedy toolset.

The activities that deliver this are:

• Interpret and analyse multiple data sources to produce solutions
• Track and communicate resolution status and next steps
• BMC Remedy incident reporting extracting reports
• Assist in driving incidents to resolution either independently or in conjunction with MSP and other resolver groups
• Responsible for escalating with suppliers to deliver shared outcomes in line with SLA's
• Responsible for identifying risks to managment.
• Responsible for maintaining supplier and shareholder relationships in the areas they work on where appropriate
• Analyse shareholder and supplier data

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