IT & Infrastructure Operations Performance Manager

IT & Infrastructure Operations Performance Manager

Reading

Hybrid working

Are you an experienced IT & Infrastructure Operations Performance Manager looking for your next assignment, to deliver excellent service into?

We are looking for someone for a contract until June 2025, to be Accountable for leading a team of Operations/Analytical professionals who provide Service insights and hold delivery teams to account on ensuring minimum service quality measures are met and upheld in live operation for IT & Infrastructure technologies.

Responsibilities

• Clearly establishes performance goals related to the delivery of Services across all channels (IT service desk, call centre, self-service, retail), and communicates them to all key stakeholders.
• Actively manages the risks associated to maintaining the service and provides recommendations associated with improving the service across the enterprise with the goal of increasing business performance.
• Improves visibility into service performance, and accurately measures progress towards defined objectives.
• Facilitates continuous assessment, evaluation, and refinement of core Service processes to eliminate waste and reduce support-related costs.
• Provides Service Owners with balanced scorecards for all Services underpinned by IT & Infrastructure technology services covering all facets of service: customer experience, quality management, financial, security and compliance.

Experience

• Experience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator.
• Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams.

• Subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains. Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology.

• Ability to contribute to the development of strategies (and/or service strategies) within their area and understand the importance of the customer experience and how this can be affected by service impacts.
• High level, broad end to end understanding of our business and its operational performance and be able to demonstrate knowledge of working in a service orientated environment.
• Passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans. Can demonstrate the ability to gather, analyse and present information in business terms for management and leadership consumption.
• Ability to work in a fast-paced changing environment that shows flexibility, resiliency, self-awareness and ability to support other team members.
• Experience of working directly with partners to successfully deliver outcomes and will demonstrate an awareness of partner contracts.
• Experience of leading a team of analytical professionals in Telecommunications environment and driving Service Performance improvements through tangible insights.
• Certified in balanced scorecard professional
• ITIL Expert Qualification.
• MUST have a background in Telecommunications
• MUST have BSS/OSS experience
• MUST have data reporting experience, and understand the tools for this and have the ability to extract data and report on this.

Project People is acting as an Employment Business in relation to this vacancy.