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Operations Service Manager

Job Title: Operations Service Manager
Contract Type: Contract
Location: Reading, Berkshire
Salary: Negotiable
Start Date: Asap
Duration: 6 Months
REF: PP/OSM/C/CS_1522336986
Contact Name: Chris Small
Contact Email:
Job Published: 10 months ago

Job Description


Fantastic contract opportunity available with a leading telecoms organisation. Within the role you would be responsible for delivering and continuously improving Network Services commitments to clients through seamless integration of Service Lifecycle from Design to Delivery.

Working with relevant Stakeholders leads the identification, business validation and implementation of tactical and strategic improvements in Network Services Outcomes enabling Customer Experience, Network and Financial Performance improvements ensuring the correct level of service, at the 'right' cost and on time in line Business needs.

Key Responsibilities:

  • Governance and SLA management, ensure Network Services Outcomes remain valid and above agreed levels (SLA's and WLA's)
  • Ensure seamless integration across all Service Design, Transition, Delivery & other Stakeholders ensuring operational requirements are considered and implemented to protect Network Services Outcome SLA's, Quality and specifically end-Customer Experience.
  • Matrix management for unilateral deliverables.
  • Develop and fortify the relationships and continue to improve Shareholder Engagement.
  • Attend relevent Governance Meetings as the Network Services Outcome responsible person.
  • Report and progress areas of operational improvements for managed Service contracts.
  • Be the point of operational escalation
  • Productivity and Efficiency Management - Cost efficiency basline, identify levers, drivers to delivery operational improvements.
  • Work with the Business Relationship Manager and Virtual Team to define and deliver rolling 18 month strategic evolution plans.
  • Focus on identification of, and leading where appropriate, strategic Tiger Projects to deliver strategic Network Services improvements.

Candidates must be able to demonstrate:

  • Experience of indirect management of large teams.
  • Experience in a Managed Service Environment.
  • Must have a strong understanding and demonstration of Service Management.
  • ITIL knowledge essential.
  • Experience of working in a Project environment.
  • Six Sigma, CMMI-Services
  • A thorough understanding of the GSM/UMTS/GPRS & LTE system architecture
  • 10 years+ Experience of delivering Outcome based Services in a telecommunications Operator or MSP organisation.
  • Must have experience of working in a complex environment.
  • Commercial understanding of outsource environment.

To apply for this position please send an updated CV to

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