| 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. |
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Main Duties of the Job: |
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· 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
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| Skills, Clearances, Knowledge and Experience: |
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· 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
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