The Operations Manager’s primary objective will be to represent the interests of both ROC and that of our client playing, ensuring effective triage and incident management with the provided services. It will be the Operation Manager’s responsibility to help drive the positive behaviours required to ensure ROC continues to lead by example within the SIAM delivery model of the customer.
Additionally, the Operations Manager will be required to manage the task assignment and co-ordination of the clients assigned technical resources and Roc’s subcontractors to ultimately to ensure adherence to ROC’s contractual responsibilities. Working under a hybrid resourcing model the Operations Manager will ensure that the activities undertaken by the assigned resources are aligned with the achievement of the contracted Service Levels, working closely with the relevant client line management team to ensure the effective overall utilisation of these resources to ensure the Services are being delivered in the most operationally efficient manner.
The role requires knowledge and experience of Incident and Request management disciplines gained within an Information Technology Service Management System delivered within an ITIL framework. The role offers an exciting opportunity to work for a progressive and forward-thinking organisation within a complex and dynamic client environment, delivering the latest technologies to a diverse user base.
Task management of assigned Hybrid resource team
Provision the delivery of a quality driven service aligned within industry frameworks including ITIL, Cyber Essentials and GDPR
Interaction with Roc remote Network Operations Centre ensuring smooth flow of incidents, requests and events
Managed workload within responsible ITSM resolver groups
Identify and manage potential risks to the successful delivery of Roc’s contractual obligations ensuring that Roc and Client leadership are aware of the risk and remediation plan
Assist the client SIAM team to maintain the integrity and accuracy of the underly CMDB where Roc have responsibility for the support of associated assets
Oversee end-to-end delivery of network services ensuring they meet SLAs as per contractual arrangement
Act as the initial point of contact for customer ticket escalations and manage them effectively to a successful outcome
Work closely with internal teams, including engineering teams, Account Management and Service Delivery Manager to align delivery with internal and external stakeholder expectations
Oversee line management responsibilities of the engineering team providing guidance and support to ensure effective delivery of Roc services, this includes onboarding of new remote based network operations engineers, and on-site engineering team members
Ensure process documentation created for Business-as-usual processes
Proven IT background with significant Incident, Request and Change management experience
ITIL Foundation or demonstrable experience working with ITIL Functions
Excellent written and verbal communication skills
Ability to work as part of a team to deliver the wider strategic goals of both the customer and Roc
Foundational knowledge of networking technologies would be advantageous
Proficient in identifying issues and implementing effective solutions
Strong organisational and planning skills with the ability to self-manage and prioritise variable workloads
Attention to detail
Ability to work openly with client teams and third-party vendors
Highly driven and with a strong work ethic to drive forward ticket resolution
Strong customer focus and commitment to meeting customer needs
Ability to feed into Continual Service Improvement Plans and input into achievement of Roc’s Net Promotor Score targets
Management of technical resources during Major Incidents, able to drive problem solving tasks to completion
Experience working on a large and complex IT Estate
Experience of line management and relationship management skills
Customer representation to internal stakeholders in previous role
ITIL Foundation
ITIL Service Operations
PRINCE2