Connecting to LinkedIn...

Service Operations Manager

Job Title: Service Operations Manager
Contract Type: Contract
Location: Berkshire, England
Salary: Negotiable
REF: AD- SOM_1566309572
Contact Name: Andrew Darlington
Contact Email:
Job Published: about 1 year ago

Job Description

Service Operations Manager


The end to end role will be to develop and maintain relationships to ensure incident tickets are managed correctly and according to existing and new processes

  • Ensure that incidents 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 management.
  • 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.