Our Client, a market leader in the provision of integrated financial services seeks to recruit a Head of Operations. The Head of Operations will have overall responsibility for the management and delivery of all contracted services for individual customers or a portfolio of customer accounts. S/he will be responsible for ensuring that services delivered meet the contracted specifications and expectations established with customers, whilst improving quality and customer satisfaction.
Reports to:Managing Director
Main duties and responsibilities.
Operational Excellence
Drive operational excellence in everything we do. This includes creating processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects.
Work closely on supporting our internal and external customers and ensuring that their needs and issues are being addressed
Incident/Change Management
Developing and improving incident and change management within the organization.
Driving initiatives regarding improvements to existing tools & processes.
Providing feedback on new practices & procedures in order to scale with the rapid expansion of the organizations platform and customer base.
Relationship Management
Providing effective leadership for the organizations services to the customer
Developing and enhancing the strategic relationship with the customer on a medium to long term basis.
Delivering against Service Level Agreements, customer commitments and Service Improvement Programs.
Working effectively with the customer and internal delivery teams – principally Account Management, Service Desk, Infrastructure & Operations, Retail business,
Digital Marketing, User experience.
Monitoring and improving levels of customer satisfaction (Net Promoter Score).
Developing and delivering service account roadmaps, working alongside Service Account Managers and Solution/Technical Architects and Engineering teams.
People Management
Providing effective tactical and strategic advice, coaching and guidance to Field / On site staff, Service Desk agents, Service Management staff with a focus on operational delivery
For all direct reports, provide personal/career development
Ensuring effective resource management, influencing and identifying required resources within Operations and wherever possible forecasting ahead in a timely manner
Setting and managing SMART objectives for direct reports
Commercial Management
Managing and controlling contractual scope and the organizations compliance against the scope
Managing and delivering the Profit and Loss account to agreed targets (when applicable)
Working with Service Account Managers on account planning and subsequent delivery of the plan including relationship mapping/management, identifying upsell opportunities, securing and maintaining reference-ability, winning renewals and re-procurements.
Working across Operations to support the delivery of cost reduction plans, working closely with Operations management and the customer
Supporting the budgeting process (as requested)
Identifying and if necessary, securing upsell opportunities
Quality Assurance
Supporting the effective transition of the new services into BAU adhering to Service Transition Process (where applicable)
Attending quality and service reviews and ensuring that these happen in accordance the organizations guidelines
Reviewing and approving key Service Management documentation for customer engagements
Developing and publicizing Service Management best practice processes, procedures, guidelines and templates for the organization.
Populating and maintaining the Customer Engagement Register including open actions, risks, issues, dependencies etc.
Creating and managing any contracted Quality documentation e.g. Service Operations Manual, Asset Risk Assessment Register, Communications Plan etc.
Creating a vision for the customer
Driving the delivery, efficiency and effectiveness of the contracted services
Challenging the status quo to bring about improvements in Service Management tools, processes and the organization
Essential Skills, Knowledge & Experience
Bachelor of Science in Computer Science/ Engineering/ Mathematics/Business
Experience within a management position with a focus on IT management/development.
At least 5-7 years of management experience with a focus on IT and Service Management.
Business experience gained in Service Management and/or Business Management roles, across a range of customers
Relationship building with senior members of an organization – gaining trust and confidence from customers
Understanding of selling and marketing processes and practices;
Ability to handle difficulties, performance problems and conflict between team members;
Ability to understand and manage financial issues relating to budgets and forecasts and to maximize profit through negotiation;
Knowledge of outsourcing models – through different generations e.g. Service Management vs. Service Integration;
Ability to work as part of a team with a high degree of drive, determination and motivation to succeed;
Ability to prioritize and manage multiple tasks.
Proven strong customer relationship and negotiation skills
Proven ability to innovate and drive service roadmaps
Excellent interpersonal and communication skills, including written and presentation skills
Be able to demonstrate IT related problem-solving skills
Undertaking or have undertaken specific service management training e.g. ITIL
Experience driving and presenting root cause analysis and error correction from operational events to senior management.
Leading development life cycle processes and best practices, esp. in the areas of automation and monitoring
Ability to work well under pressure with minimal supervision and keep up with a fast-moving environment via effective prioritization and time management.
