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SC Cleared Infrastructure Management Operations Lead
Eingestellt von Steria Recruitment Limited
Gesuchte Skills: Support, Sales
Projektbeschreibung
Job Purpose:
This role manages day-to-day infrastructure operations to provide delivery of systems and services in order to meet or exceed agreed services levels.
Key Accountabilities
- Single point of ownership and engagement for effective provision of systems and services to customers
- Manages daily interface and reporting to customer on health of operational service.
- Works with Service Desk manger and Service Management function to provide seamless service through complete life cycle.
- Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Provides point of escalation for Major Incident Management and Communication.
- Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole virtual' service team, including other Steria service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
- Manages trend analysis to identify opportunities for service improvement.
- Drives the definition of underpinning technical metrics that promote overall SLA delivery and ensure the production of appropriate technical reports either through in-house service reporting systems and service management tools or from 3rd parties.
- Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
- Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability and partners
- Aware of, and sensitive to, the needs of sales and projects so that live service advice and help is provided across the full engagement with the client.
- Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole virtual' service team, including other Steria service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
- Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
Essential skills and experience:
- Strong client focus - ability to operate at prime customer contact level typically at senior manager/director level
- Demonstrates a breadth and depth of operational service delivery management expertise, preferably in an outsourcing environment
- Significant experience of leading and managing teams (including Matrix management) within an operational service delivery or shared services environment
- Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
- Experience in outsourcing bids, from pre-sales to successful implementation, preferably government environment
- Thorough understanding of customer's business and market sector and able to use that knowledge to understand how services enable business outcomes and therefore understands impact of any failures.
- Strong communicator at all levels
- Systems and IT literate
No agencies working on this role, so contact me directly.
Winner: Best Small Recruitment Agency to work for: Recruiter Awards For Excellence 2011
APSCo IT and Telecoms Staffing Company of the Year 2007 & Technical Staffing Company of the Year 2005.
Projektdetails
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Einsatzort:
London, Vereinigtes Königreich
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Projektbeginn:
asap
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Projektdauer:
Intially 3 months
- Vertragsart:
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Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
Marketing/Vertrieb, Sonstiges