Service Operations Manager

Service Operations Manager

Based in Berkshire

Permanent

Currently seeking a talented Service Operations Manager to join our leading telecoms client based in Berkshire

Key Accountabilities:

• Acting as the escalation point for incident management and provide assurance and reporting to shareholders.
• Reporting and monitor KPI's providing valuable insight.
• Predicting and prevent negative impacts on the network.
• Supporting CSI initiatives.
• Engaging effectively with shareholders and suppliers.
• Accountable for assuring incident management activity in suppliers.
• Accountable for the Major Incident Procedure.
• Responsible for being the management escalation point for suppliers for incidents that need escalation.
• Responsible for incident closure.
• Responsible for reviewing reports on service quality of suppliers.
• Provide input to Initial Impact Assessment completion.
• Responsible for monitoring SLAs for suppliers in incident management and managing supplier performance.
• Responsible for identifying risks to the network.

Knowledge & Experience Required:

• Experience of stakeholder management
• Confident leadership style
• Knowledgeable of mobile infrastructure
• Stay calm under pressure
• Good at prioritising
• Matrix management experience
• Will need an understanding of Operations within Telecoms (mobile, fixed line or MVNO).
• Need to come from a Service Operations, Service Management, Problem Management background.
• Strong stakeholder management experience. You'll be facing into challenging stakeholders from within the Shareholder organisation, so an ability to demonstrate both commercial and operational acumen in order to maintain strong relationships whilst sometimes needing to challenge back.
• ITIL certified, at least to foundation level.
• Nice to have: Six Sigma, Agile experience.

If you would like to apply for the role, please send your CV to Rachel.Hart@projectpeople.com

Suitable candidates will be contacted prior to shortlisting.

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