Job Description

About The Role
Director of Service Operations
Manchester or London - regular travel required
Permanent
Spinwell is recruiting for a Director of Service Operations for an excellent opportunity within the private sector.
RESPONSIBILITIES OF THE DIRECTOR OF SERVICE OPERATIONS

• Help create a vision through strong innovation and strategic leadership to provide present and future direction and goal setting. Manage the Service Operations function including people development and management, financial management and business planning, partner, and vendor management.
• Ensure Service Operations follows standardised operations and support methods, procedures and policies leveraging ITIL Version 3 or later, partnering tightly with the other Directors across the business to ensure process alignment is in place.
• To manage delivery of day-to-day service operations, including service centre and other responsive operations processes.
• To ensure resolve any unscheduled service interruptions as quickly as possible and fulfil any customer requests from the Service Catalogue.
• Accountable for incident and problem management processes, conducting root cause analysis and facilitating the problem management process for lessons learned and preventative reoccurrence.
• Responsible for the major incident management function in managing its suppliers and communicating to its customers, to ensure incidents are resolved with minimum downtime for our customers.
• Responsible for the monitoring of the environment through a Network Operations Centre with personnel operating a shift pattern including all security related incidents.
• Ensure Service Operations requirements are included and adequately addressed throughout the Change Delivery Methodology process (Programme Delivery).
• Leads the Integration and communication of key operational performance indicators (KPIs), metrics packages and related information for consumption by IT leadership and senior management.
• To enhance operational efficiency across the operation. This includes identifying areas for improvement, streamlining processes, implementing best practices, and optimising resource allocation to maximize productivity and minimise costs.
• Manage the Data and Insights function including people development and management, financial management and business planning.
• On-going delivery of our key mandated performance reports for both internal and external stakeholders (such as OFGEM, The Department, Suppliers etc...).
• Directs and oversees the design and the development of systems used for managing data such as data warehouses, data stores, and other business intelligence systems.
• Develop and drive a data-driven approach and become the 'go to' provider for high quality and highly reliable data and insight.
• The lead for the business wide data transformation and strategy
• Support 'Pillar 2' of the client strategy by working with key internal and external stakeholders and taking the lead on use cases on data innovation - such as 'Data for Good'.
• Establish and monitor key performance indicators (KPIs) to measure progress and identify areas for improvement.
• Develop and drive a data-driven approach to maintaining high quality, highly reliable services.
• You'll lead the organisation to not only use the data for insights development, but more towards how data can be a driver in improving customer experience, automating processes and in decision making.
• You will have direct input into requirement definition and will work closely with developers and product managers to define, develop, and deliver new features and functionality.

SKILLS/EXPERIENCE OF THE DIRECTOR OF SERVICE OPERATIONS

• Experience in strategic operational roles in a technology, energy, or telecommunications company with exposure to the challenges of managing embedded and integrated software.
• Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels.
• Extensive experience running responsive operations function for large IT infrastructure organisation, e.g., telco, utilities.
• Highly responsive, customer-focused, and communicative, and develops their team to be the same.
• Proven track record of establishing high availability and resilience in a service integration role.
• Collaborative and resourceful in guiding their team to resolve defects quickly.
• Exceptional interpersonal, verbal, and written communication and proven ability to communicate with all levels of employees and leaders.
• Considerable experience in organisations that manage and transact high levels of data.
• Demonstrated ability to lead, develop and manage others. Motivates and holds team accountable for delivering results.
• Proven thought leadership, innovation, and behavioural management experience
• Customer focused; works hard to understand what client and its partners need from the network and increase client's reputation through service reliability.
• Experience of working in a complex customer, supplier, and regulatory stakeholder ecosystem
• Able to wire their team into relevant client, customer, and supplier teams to facilitate best outcomes for all.

If you are a Director of Service Operations, apply now or send your CV to Spinwell!
We welcome all applications regardless of background, in line with our commitment to diversity, equality and inclusion.
Applying to this or any other vacancy advertised by Spinwell Ltd constitutes an agreement for Spinwell Ltd to hold your details for 24 months for the purpose of assessing suitability for the advertised position and to make you aware of any other positions deemed suitable of which You will make you aware by means of either email, text or phone. In line with GDPR regulations you are able to request your details be removed from the company data at any time by emailing us

Skills Required