Service Operations Manager

CDL ,
Stockport, Greater Manchester
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Overview

Job Description

CDL are looking for a Service Operations Manager to ensure our clients are supported in their adoption and use of our services, exceeding performance targets across all services provided. Working closely alongside other senior managers, we need an individual that can maintain and build on the service that differentiates us, as we enter our next phase of growth. What you'll do As Service Operations Manager, you will collaborate with other senior managers to support the Head of Service Management in meeting strategic objectives. Coordinate and support the ITIL Managers in the delivery of World Class Service, maximising the benefits from our service management enterprise and automation tools. We are looking for a strong leader and communicator who has both a commercial awareness and technical knowledge of delivering B2B services. You will develop your direct reports through coaching and mentoring to ensure we are delivering exceptional service through innovation and automation, aligned with the company strategy. Having a strong commercial awareness of service opportunities, you will constantly review service efficiency and cost-effectiveness against annual budgets and aligned with client service contracts Promoting the success of client services across the company is also a key aspect of the role. About CDL: CDL are one of the UKs leading insurance software houses, we are a privately owned company that has experienced continuous year on year growth and we employ over 600 people at our campus in Stockport. We are a certified UK top employer by the Top Employers Institute and are constantly striving to provide our employees with the best working environment and conditions. We have a strong track record in the high volume retail insurance sector. We have spearheaded development in the aggregator, web and telematics space, including connected home, enrichment and self-service solutions. As a result, the companys robust and innovative technologies have enabled our customers to thrive in the highly competitive UK insurance marketplace. We've built a collaborative and creative culture where we employ agile techniques to deliver our pace-setting applications. We like to work in small, focused groups so you're always learning from people around you and you feel a part of the success of each project you are involved with. Requirements * Extensive experience from an IT service and support environment * Determines scope and design of ITIL services * Experience of service operation management and transformation * Evidence of strong leadership and motivating others * Demonstrate commercial awareness * Consistently meets all ITIL service targets * Experience of developing and interpreting metrics, in reports to senior management * Experience of delivering service within a budgetary and contractual framework * Demonstrable people management and customer-facing skills * ITIL certified Foundation Level v3 or v4 and/or a recognised qualification in customer service Benefits * Top employer for 4th year running. * Flexible hours * Remote working Home working options * On-site free parking * Open plan modern offices * Shuttle bus to and from the station * Excellent training and development platform * Opportunities for career progression * Subsidised restaurant * 25 days holiday to start - rising * Dress down policy * Life and health assurance * Pension scheme * Community projects CDL100 100 days throughout the year dedicated to community projects * Games room and chill out zone * Social activities, including summer BBQ and Christmas Parties. We have a team dedicated to running internal social activities such as comedy nights, canoeing, break out rooms and much more. * Car valeting, Barber, Yoga classes, Boot camp and Massage services all on site * Cycle to work scheme * Shower and dry rooms on-site

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