Service Operations Manager

Description

Service Operations Manager

Are you ready for your next career challenge?

The Role:

The Service Operations Manager is responsible for the operational management of a 24/7 service delivery team (1st to 3rd line) and involves providing oversight and management of the overall service delivery of SCBP Services providing:

• Services to the customer and users in accordance with the requirements of the Service Level Agreement.
• Report to the Service Delivery Manager/Programme Manager on status and on key issues arising from operations and service.

What will I be doing?

To keep the programme services operational by:

• Ensure that contractual service requirements are met including pro-active management to ensure Service Performance SLAs are met.
• Ensuring monthly service reporting is produced on-time and assessed both internally and with the customer.
• Drive any service improvements required either identified through Continual Service Improvement or Service Reporting.
• Running daily operational readiness calls with service delivery teams (1st to 4th line) covering incident, requests problem and changes for the day.
• Prioritising workloads of team members and focusing on meeting service levels.
• Ensuring the smooth running of the Change delivery by pulling together and running both the Technical Assessment Board (TAB) and Change Advisory Board (CAB).
• Ensuring 24/7 rota is maintained and communicated to customer groups.
• Dealing with operational issues and escalations being reported by the customers.
• Responsible for ownership and adherence of ITIL and other Service Management process and policies.
• Running and managing Major Incidents should they occur.

To help measure and maintain programme services by:

• Preparing for weekly TAB/CAB ensuring sessions have focused agendas and correct invitees.
• Provide service information and reporting on programme service delivery and system performance, with reference to the Service Level Agreement.
• Provide trend analysis work and ensure that management planning is informed with information on problems and issues.
• Review and validate sub-contractor Service Reports · Responsible for development, mentoring and training element for Operational Teams.
• Provide operations input for Service and Project reviews.
• Provide Strategic Operational direction.
• Provision of out of hours operational support and service delivery management escalation.
• Provide BOE and pricing estimates for technical delivery of services and support.
• Ensuring Knowledge Management process is being managed and Knowledge Articles are being produced and maintained.
• Identifying Continual Service Improvement (CSI) opportunities and holding CSI reviews.
• Contribute to the planning and development of the overall service, its Quality Assurance, its Business Process Improvement, and its compliance to external standards.

In addition this person will be required to:

• Successfully manage a team and delegate work effectively
• Be responsible for finance and manage your budget allocation
• Be prepared to work to support any major incidents should the occur out of business hours. The role is a working day role, however given the service is 24/7 there may be out of hours requirements.
• Contribute to the planning and development of the overall service.

What will you bring to the role?

This role requires experience of working in a similar position and direct experience in large scale IT systems, to include:

• Previous experience of working a service delivery environment, including responsibilities towards external customers.
• ITIL V3 Expert Qualified (or suitable experience of working to ITIL Service Management standards and processes.
• Understanding of Project Management Techniques.
• Proven abilities in service, project and commercial management.
• Solid technical awareness and understanding of complex technical architectures and systems.
• Resource management experience.
• A flexible approach to work and change.
• Ability to manage a team, and delegate work effectively.
• The ability to work with little supervision.
• Commitment to an ethos of superior service and the ability to work effectively whilst under pressure.
• Good interpersonal skills to meet the needs of a wide range of external and internal service clients and to develop effective, co-operative working relationships.
• Good written communication skills to ensure work of the highest standard and the ability to communicate at all levels of the organization.
• Commitment to working as a member of a team which responds flexibly to changing pressures and demands.
• Ability to work in the required environment including satisfactory security clearance.

What technical knowledge will be beneficial?

• AWS and other cloud technologies.
• Splunk and other monitoring tooling.
• Remedy or other ITSM tools.
• Unix.
• Linux.
• Microsoft Windows.

Clearance Requirements:

Clearance to Start: SC
Clearance for Role: SC

What we do for you:
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.

We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
• Contributory Pension Scheme
• Private Medical Insurance
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)

• Dynamic Working

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are:

Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.

Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

Original Posting Date:

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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