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  • Job Type: Permanent
    Location: Birmingham
    Job ID: 112503
    Company: SCC

    The Service Operations Manager role will form part of the Operations leadership team with specific focus and accountability for the Major Incident Management Services to both internal and external customers.

    Main Duties of the role:

    Ownership of the Major Incident Management  process, policy and procedures ensuring that they meet customer requirements and are aligned to SCC standards.

    Leading a team of Major Incident  Managers, based across multiple locations.

    Identify, and own changes in the delivery of services, aimed at reducing cost and improving the quality of service provision to the customer.

    Own and prioritise Service Improvement activities

    Define and measure and delivery of, service metrics and key performance indicators associated to the delivery of Service Operations services

    Service definition for new business and assures Operational readiness for go-live

    Point of escalation for BAU Operational activities

    Establish and maintain good customer relationships

    Define toolset requirements and sponsor required activity to implement

    Responsible for setting and tracking progress of objectives and personal development plans

    Skills Knowledge & Experience:

    The following competencies will be required:

    Strong service attitude and ethic; builds lasting customer relationships, strives for efficiency and effectiveness catering for internal and external resolvers

    Strong leadership with demonstrable experience

    Ability to motivate, mentor and matrix-manage others

    Resilience with the ability to remain focused and calm under pressure. Makes timely, correct decisions based on facts, reliably and consistently

    Strong ability to influence others

    Excellent written and verbal communication skills

    Excellent interpersonal skills with demonstrable customer presentation experience to varying levels of seniority

    Highly organised, with the ability to plan, and adapt based on external factorsc

    Commitment to quality standards and continuous improvement

    Extensive experience in customer / business interface communication – The ability to support a customer in the understanding of the ITIL framework and processes

    Specialist Skills and Knowledge :

    The person selected for this position must be able to show that they have relevant practical experience in the following areas .

    Proven Service Operations and Delivery experience in a large scale and diverse environments, with a particular emphasis on the use of major incident management processes, escalation procedures and related disciplines

    Knowledge and use of Service Management software, preferably ServiceNow

    A well rounded understanding of Service Agreements and the application of these to deliver Services

    Strong skills in business relationship management with significant experience of leading strategic level discussions at customer and SCC Senior management level

    An ability to get things done in a matrix environment through persuasion and influence

    Commitment to service management best practice as defined by ITIL

    ITIL V3 intermediate as a minimum

    The Service Operations Manager role will form part of the Operations leadership team with specific focus and accountability for the Major Incident Management Services to both internal and external customers.

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