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Date Added: Thu 07/01/2021

Service Operations Manager

London, UK
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Job Type: Permanent

Salary: £60000 - £65000 / annually

Overview

Working as the Service Operations Manager you will have overall responsibility of the service(s) delivered, by the operations team(s), to the customer.

 

Job Specific Responsibilities

Acting as the focal contact for Bell you will be responsible for all aspects of the service delivered to the customer including the support teams' day to day activities and performance, stakeholder management, service level performance and reporting, financial management of the service, customer satisfaction, operational alignment, line management (where appropriate) and continual improvement.

Key Responsibilities

The Service Operations Manager will initially transition and design the service and will then fully managed the service and be responsible for:

 

Service Delivery:

  • Managing the relationship with clients to ensure that expectations are managed and exceeded, acting as the single point of escalation for all service-related issues and is required to be available for out of hours escalation for critical customer issues
  • Operations Management of the services delivered to the customer, ensuring quality and client satisfaction
  • Ensuring SLA's and KPI's are achieved in line with customer requirements
  • Monitoring and reporting the services financial performance
  • Creating and maintaining customer facing documentation
  • Creation of customer service reports and performing customer service reviews
  • Interfacing with the Bell Account Director and Head of Client Dedicated Services to keep aware of changing business needs, communicate regarding current performance of the service and routine reporting
  • Ensuring a thorough understanding of customers business, environment, staff, and strategies - identifying opportunities for extending business opportunities
  • Identifying and managing any interdependencies between projects and service delivery
  • Investigating, reporting, and resolving customer satisfaction issues
  • Supporting new customer and/or service transition activities
  • Continual Service Improvement identification, planning and delivery
  • Communication of all service-related matters to the customer and internally
  • Initiation and delivery of Continual Service Improvement plans to the customer; documenting and distributing plans showing vision, benefits, effort, and action
  • Ensuring compliance to Service Management processes and procedures
  • Ensuring service design and introduction practices are in place and adhered to as part of the successful delivery of projects
  • Understanding and maintaining information related to the impact on the Customer's business of any outages (such as upcoming critical periods or key events etc.)
  • Receiving, reviewing, and agreeing the level of service delivered by vendors; including the management of penalties and rewards if part of the contract
  • Receiving, processing, and identifying change requests from the client and internal parties
  • Maintaining agreements with 3rd party teams on the scope and hours of availability of their support services

 

Leadership:

  • Day to day management of the support teams' activities, performance, and availability
  • Perform recruitment activities associated with customer staffing requirements
  • Provide leadership, men
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