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Service Operations Manager - ITIL, Problem, Change

Job Title: Service Operations Manager - ITIL, Problem, Change
Contract Type: Contract
Location: Reading, Berkshire
Industry:
Salary: Negotiable
Start Date: A.S.A.P
Duration: 6 months+
REF: AC/661883_1624704885
Contact Name: Amanda Cager
Contact Email: amanda.cager@projectpeople.com
Job Published: 5 months ago

Job Description

This is a fantastic opportunity to work for a company who have cutting edge Artificial Intelligence (AI) solutions exclusively designed for the Mobile Tower industry that provide real-time tower insights and boost tower performance. This is the first of it's kind in the industry and the solution they can provide customers is cutting edge and on a global scale. This is an exciting opportunity for a Service Operations Manager to really add value and be involved at the beginning to help shape the Service management model.

The role is remote working but there are get togethers with the teams on a fortnightly basis in Basingstoke.

What the role will be doing:

  • Acting as the escalation point for incident/problem management and provide assurance customers and reporting to Shareholders.
  • Ensuring deliverables and outcomes are aligned to shareholder and customer expectations and SLA's
  • Tracking and communicating resolution status and next steps, to all relevant parties.
  • Triage contacts to support teams and escalate tickets as necessary
  • Identify areas for continuous service improvement.
  • Ensuring that practices and processes exist and where possible are formalised and repeatable

What experience is needed:

  • Strong customer facing skills, with an ability to communicate both technical and commercial considerations to all levels.
  • Proven service management experience within a complex environment
  • A background in Incident or Problem Management with the ability to implement and embed new or improved Trouble Ticket processes.
  • Experience of the practical application of ITIL principals.
  • Relationship building skills and the ability to empathise with customers and their needs

For finer details on the role please contact Amanda Cager - Amanda.cager@projectpeople.com - 07796 302988.

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