Service Operations Manager - Business Operations

Uk Tote Group ,
Ince-in-Makerfield, Greater Manchester
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Service Operations Manager - Business Operations Engineering - Wigan Office Apply for this job Remind me later Mail The Service Operations Manager (SOM) is required to drive operational excellence throughout the Engineering function by execution of a high standard of day to day operational management of Major Incident & Service Operations across all channels, 247 teams. The SOM acts as the primary technology service interface to the business and all associated key stake holders and be the owner of the end to end incident breech process and the management of health checks. This role will have key responsibility in owning both written records and hands-on industry best practice for supporting audits ensuring that records management is maintained. Key Responsibilities * Accountable for the creation, maintenance, development, and improvement of the Service Operation function, including all reporting capabilities and performance of suppliers in line with agreed SLA objectives * Responsible for ensuring the smooth operation of a 24 x 7 x 365 technology-based services underpinning all business operations ensuring all teams are aware of status and required improvement * Ownership of agreed SLAs in relation to digital and international services ensuring service quality is met * Responds to and coordinates resources in the event of a P1 issue impacting B2C, B2B or B2B2C platforms * Contribute to Post Incident Reviews by ensuring the right level of attendance by key team members and has a clear disciplined model that is followed * Define, operate and run a Festival Readiness workstream ensuring that all appropriate system health checks including both hardware and software have been carried out as well as ensuring the required comms and ownership is agreed * Liaise with the Service Ops Management team to help Identify and verify service impact to customers and/or systems * Assist in coordinating engineering in order to identify errors and anomalies * Manage the service app/status page ensuring it is fit for purpose * Maintain and update Audit specific documentation including GDPR and ensure all historical information is stored correctly * Build relationships across the organisation, seeking feedback where to improve processes, governance and communication * Ensure that all IT teams (internal and external) follow the incident management process for every incident and ensure appropriate governance and oversight is maintained * Maintains, develops and improves reporting capabilities and makes regular reports to management on compliance with SLA objectives * Maintains the management and communication of incidents impacting SLAs Lead, develop and mentor the Engineering Service Manager; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring they are motivated, productive and fully compliant with all regulations and legislation Apply for this job Remind me later Or, know someone who would be a perfect fit? Let them know! Mail Contact Lyndsay Treloare HR & Recruitment Advisor

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