Service Operation Manager (Secure)

SCC

  • London
  • Permanent
  • Full-time
  • 23 days ago
About The RoleWe are actively building diverse teams and welcome applications from everyone.Role: Service Operations ManagerLocation: London Wall (SCC operate hybrid working, which comprises of a mix of office and home working)Contract Type: PermanentSalary Package: Competitive Salary plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a yearHours: 9.00 am - 5.30 pm Monday - FridayInterview Process: 2-stage processWhy SCC?
  • An inclusive workplace
  • Excellent package: solid basic and company benefits
  • Hybrid working & core hours in line with role requirements
  • Career development and life-long learning opportunities
  • Opportunity to join Europe's largest privately-owned IT Company
Role purpose:Working as the Service Operations Manager you will have overall responsibility of the service(s) delivered, by the operations team(s), to the customer. Acting as the focal contact for SCC you will be responsible for all aspects of the service delivered to the customer including the support teams' day to day activities and performance, stakeholder management, service level performance and reporting, financial management of the service, customer satisfaction, operational alignment, line management (where appropriate) and continual improvement.Key responsibilities:
  • Managing the relationship with clients to ensure that expectations are managed and exceeded, acting as the single point of escalation for all service-related issues and is required to be available for out of hours escalation for critical customer issues
  • Operations Management of the services delivered to the customer, ensuring quality and client satisfaction
  • Ensuring SLA's and KPI's are achieved in line with customer requirements
  • Monitoring and reporting the services financial performance
  • Creating and maintaining customer facing documentation and the creation of customer service reports and performing customer service reviews
  • Interfacing with the SCC Account Director and Head of Client Dedicated Services to keep aware of changing business needs, communicate regarding current performance of the service and routine reporting
  • Ensuring a thorough understanding of customers business, environment, staff, and strategies - identifying opportunities for extending business opportunities
  • Identifying and managing any interdependencies between projects and service delivery
  • Investigating, reporting, and resolving customer satisfaction issues.
  • Work closely with other departments such as Service Delivery, Customer Success, IRC and Training to identify opportunities for continuous improvement and positive collaboration.
  • Supporting new customer and/or service transition activities
  • Continual Service Improvement identification, planning and delivery
  • Communication of all service-related matters to the customer and internally
  • Initiation and delivery of Continual Service Improvement plans to the customer; documenting and distributing plans showing vision, benefits, effort, and action
  • Ensuring compliance to Service Management processes and procedures
  • Ensuring service design and introduction practices are in place and adhered to as part of the successful delivery of projects
  • Understanding and maintaining information related to the impact on the Customer's business of any outages (such as upcoming critical periods or key events etc.)
  • Receiving, reviewing, and agreeing the level of service delivered by vendors; including the management of penalties and rewards if part of the contract
  • Receiving, processing, and identifying change requests from the client and internal parties
  • Maintaining agreements with 3rd party teams on the scope and hours of availability of their support services
Skills and experience:
  • Line management of direct reports; produce and manage individual Performance Development Plans and carry out their regular review against individual and team objectives and training plans
  • Proven experience of developing people and teams, creating a culture of self-development
  • Full UK Driving licence
  • Proven ability to deliver to or above customer Service Level Agreements whilst underpinning efficiency targets
  • Ability to manage a large P&L whilst improving the operating cost model
  • Identify training requirements, provide mentorship to the team and peers in the organization where needed
  • Perform recruitment activities associated with customer staffing requirements
About YouAbout UsSCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.We are an equal opportunities employerSCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.Diversity & Inclusion at SCC -Sustainability at SCC -Life at SCC -

SCC