It And Infrastructure Operations Performance Manager(Telecom)

IT AND INFRASTRUCTURE OPERATIONS PERFORMANCE MANAGER(TELECOM) - CONTRACT - HYBRID - READING

We are hiring a IT and Infrastructure Operations Performance Manager(Telecom) for one of my clients in Reading.

Duration: 6 months rolling contract

Hybrid - 2 days/week onsite in Reading- Mandatory- Wed

The Role

• Accountable for leading a team of Operations/Analytical professionals who provide Service insights and hold delivery teams to account on ensuring minimum service quality measures are met and upheld in live operation for IT & Infrastructure technologies.
• Accountable for measuring what level of assurance is required to ensure the Service is being operated at its most optimal level of efficiency and effectiveness.
• Accountable for developing organisational commitment to ongoing quality improvement by ensuring that the quality assurance process is robust and is based on the best industry practice.
• The typical planning horizon is variable and aligned by Service reporting that can be adhoc, weekly, monthly, quarterly.
• Accountable for the day to day operational management of our various service providers, through operational governance, escalation, and management of Service Levels.
• Accountable for driving improvements to the operational environment by analysis of contracted service levels with the partners.

Responsibilities

• Clearly establishes performance goals related to the delivery of Services across all channels (IT service desk, call centre, self-service, retail), and communicates them to all key stakeholders.
• Actively manages the risks associated to maintaining the service and provides recommendations associated with improving the service across the enterprise with the goal of increasing business performance.
• Improves visibility into service performance, and accurately measures progress towards defined objectives.
• Facilitates continuous assessment, evaluation, and refinement of core Service processes to eliminate waste and reduce support-related costs..
• Provides Service Owners with balanced scorecards for all Services underpinned by IT & Infrastructure technology services covering all facets of service: customer experience, quality management, financial, security and compliance.

Experience

• Experience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator.
• Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams.

Job Description

IT & Infrastructure Operations Performance Manager

• Will have clear subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains. Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology.
• Ability to contribute to the development of strategies (and/or service strategies) within their area and understand the importance of the customer experience and how this can be affected by service impacts.
• Will have a high level, broad end to end understanding of our business and it's operational performance and be able to demonstrate knowledge of working in a service orientated environment.
• Will be passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans. Can demonstrate the ability to gather, analyse and present information in business terms for management and leadership consumption.
• Ability to work in a fast-paced changing environment that shows flexibility, resiliency, self-awareness and ability to support other team members.
• Will have experience of working directly with partners to successfully deliver outcomes and will demonstrate an awareness of partner contracts.
• Experience of leading a team of analytical professionals in Telecommunications environment and driving Service Performance improvements through tangible insights.
• Certified in balanced scorecard professional
• ITIL Expert Qualification.

Please apply via this ad in the first instance or send a CV with covering note or contact me on 07587743762 or Balla@projectpeople.com

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