Service Operations Manager, Central Government

Genesis Associates
London, UK
18 Sep 2019
02 Oct 2019
Contract Type
Full Time
JOB TITLE: Service Operations Manager, Central Government


An award-winning provider of communications technologies and services to mid-market and enterprise businesses and the public sector both in the UK and Globally. Have a number or large Central Government Managed Service customers based in Westminster. The Shared Service Manager's primary role will be to ensure business delivers continuing exceptional service to these customers. The individual will need strong communication and organisation skills and can deliver Problem, Incident, Change and Release Management duties within contracted SLA's.


1. Employees - 6
2. Payroll Op Expenses - Expenses and Bonus approval
3. Budget - N/A
4. Main Contacts - Head of Operations, Service Delivery Manager, Operations Director.
5. Specialist Knowledge - Avaya UC Knowledge (desirable) IT competent, good MS skills, ITIL V3.
6.Other Requirement: DV Clearance, Ideally UKIC
7. Work Location: Westminster
8. Salary/Package: £75-90K

MAIN RESPONSIBILITIES: Full support will be given to help you deliver each of these points highlighted:

1.Operational Management to the Central Government Service Desks; There are two service desks operated by the Central Government team.
2.To ensure an excellent Service Delivery experience for customers and to maintain contracted SLA's
3.Management of tickets and associated SLA's and ensure Operating Procedures are being maintained.
4.Incident Management including incident resolution and customer liaison.
5.Change Management including change execution and third-party liaison.
6.Release Management including patching recommendations and execution.
7.Problem Management including root-cause analysis and records upkeep.
8.Continuous Service Improvement Planning: to participate in the planning of continuous improvements to the Managed Service performance and policies/procedures.
9.Project delivery participation; to assist Project Management by orchestrating the tasks of the Managed Service team to carry project tasks as directed by the Shared Service Operations Manager.

1. Planning (vital for the role, to have good organisational skills).
2. Technical/Problem Solving (you need to demonstrate ways to overcome challenges).
3. Interpersonal Skills (this is a given as the job is communication focussed).
4. Documentation (strong written skills for update and reporting).
5. Team work. (You will be working as part of a multi-skilled tight knit team, engaging colleagues to overcome multi-disciplinary challenges)

Detailed Responsibilities
Service Desk Orchestration: This incorporates ensuring that there are enough staff are available to: answer the telephone to customers, record and update tickets in the Ticketing System and investigate issues and provide resolutions where possible; where the issue has a cause not the responsibility of the managed service team; you should ensure that the team liaises effectively with other resolver groups. You will ensure that holiday bookings and other absences are planned in order to ensure that necessary resources are available and additional resources are requested where necessary. You should conduct yourself professionally and politely at all times, ensuring that customer needs are understood and that you exhibit the necessary concern and urgency appropriate to the issue. Tickets should be responded to within the SLA targets appropriate to your managed service contract, notwithstanding that customer impact should be considered at all times when prioritising tickets to ensure customer satisfaction is maintained at a high level. If you are in any doubt, please consult with a member of the management team.

You should ensure that good quality information is recorded in ticket records to ensure that issues can be progressed effectively by other members of the engineering team and on review the record gives a reasonably complete history of the issue, and evidence to support tickets which have been assigned to other resolver groups for incident or problem management including service request incident. When a ticket is closed it is essential that you always record the basis for the closure. E.g. "root-cause analysis identified as faulty handset".

The role of a team leader is to participate in these activities whilst ensuring that your team are available to provide excellent customer services and that policies and processes are followed accurately to avoid errors when effecting changes and providing resolutions quickly to customer incidents, and where applicable investigating the cause of incidents with a view to avoiding reoccurrences. You will also be involved in the review of policies to address procedure shortcoming and operational failures, as well as the creation of new procedures where they are required to ensure support activities are completed with high quality outcomes.

Giving advice over the telephone: You should ensure that customer get accurate information and effective polite assistance at all times. This may be by providing them written instruction or screenshots, which should be carefully prepared to avoid causing further disruption. The risk of any actions should also be considered; and any changes which fall subject to the change control entry criteria are dealt with pursuant to the change control procedures. Asking customer representatives to carry out changes which may have a detrimental effect on the solution should be rigorously avoided.
Remote Intervention: When remote investigations or repairs are being carried out you should ensure that you keep customers notified of progress to ensure that customer satisfaction is maintained at a high level. You should consider the risk and impact on the customer's solution when carrying out any changes. Any actions which are subject to the change control entry criteria should dealt with pursuant to the change control procedures.

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