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  • Job Type: Permanent
    Categories: Management Jobs
    Location: London, Slough
    Job ID: 105714
    Company: SCC
    The role of the Operations  Manager is to oversee SCC’s Managed Service operation within areas of responsibility.  You will be responsible for a team of around 100 personnel delivering distributed IT services to a wide and diverse range of customers and IT equipment, ensuring SCC meet the contractual SLA’s and services in place with our customers.  There will be a requirement for you to oversee the engineering utilisation performance, continually looking to improve the service delivery and processes in place while considering the commercial impact to the business.

     

     

    Main Duties of the Job:

     

     

     

    ·         Ensure there is adequate resource to deliver all services your team are responsible to supporting

    ·         To strategically plan the area development in line with business objectives both current and future

    ·         Oversee the training and development of existing employees and ensure that skills meet the requirements for field and CRM sites

    ·         Responsible for the performance management review process and manage personal development to maintain a motivated team of skilled individuals

    ·         Assist with the recruitment of new employees

    ·         Responsible for the safety and well-being of all employees under your management during their contractual hours

    ·         Act as a mentor to all your management teams

    ·         Generation and publication of management information on a weekly and monthly basis as required

    ·         Actively manage and develop the escalation process within the region.  This may require you to support any major escalations out of core business hours

    ·         Proactively identify areas for improvement internally and externally around service delivery, new technology etc.

             Contribute to Security measures and procedures

    ·         Contribute and comply with Company Quality Assurance policy and standards

    ·         Own and drive forward cost reduction by process improvement and integration into the business

    ·         Organise regular monthly service reviews with the CRM and OTL providing minutes of the meeting and managing the completion of any actions assigned to DS

    ·         Represent SCC in a professional manner while at Customer meetings and presentations

    ·         Manage the disciplinary process for all staff under your management

    ·         Assist in building the business relationships with CRM and SM

    ·         Assist in any TUPE situation or Union meetings with HR

    ·         Be involved in service transition and any other duties supporting Managed Services

    ·         To communicate with CRM or SM with any updates, progress or issues.

    ·         Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace

    ·         Must be professional and presentable at all times.

    ·         Respond to any requests for information from your line management in a timely manner

    ·         Work a certain amount of overtime when required to do so.

    ·         Be Familiar with all SCC polices and processes relevant to the role and/or your responsibilities to SCC and our customers.

    ·         Be Familiar with customer policies and processes where applicable

     

     

     

    Skills, Clearances, Knowledge and Experience:
     

     

    ·         Proven experience or qualification within a similar management role in an IT environment

    ·         Extensive field service, service delivery, service desk resource management, logistics and service transition experience

    ·         Good management skills and experience of managing a large team of technical resource (90+)

    ·         Must have an understanding of Manufacturer Warranty process

    ·         ITIL knowledge and experience

    ·         Must be able to communicate ideas effectively and be able to think on their feet.

    ·         Commercial awareness and ability to manage and reduce costs

    ·         Ability to read and interpret customer support contracts

    ·         SC Cleared

    ·         Full Driving licence