Service Operations Manager in Portsmouth, Hampshire

Our client are seeking a Service Operations Manager to join their team based in Portsmouth on a permanent basis.

The Service Operations Manager will ensure the service is delivered in accordance with the required service levels and to meet operational and project demands. Acting as the focal contact for the build, warehouse and logistics of assigned services and tasks you will be responsible for the day-to-day activities and performance, stakeholder management, customer satisfaction, operational alignment, line management and continual service improvement.

You will be responsible for line management of the operations managers and engineers across build, logistics and warehousing.

Team Management skills:

• Provide team leadership, staffing mentorship and governance; produce and manage individual Performance Development Plans and carry out their regular review against individual and team objectives
• Identify training requirements, provide mentorship to the team and peers where needed
• Ensure effective and efficient processes are implemented and standardised

Service Management & Reporting skills:

• Managing the relationship with the internal customer to ensure that expectations are managed and exceeded, acting as the single point of escalation for all build-related, warehousing and logistics issues
• Attending regular meetings with the customer with responsibility for producing reports (both defined and ad hoc) in timeframes as required by the service
• Responsible for resolving escalations
• Work with internal and external resources to resolve issues quickly
• Ensure regular and timely responses based on customer's SLAs
• Identify and respond to situations that require a high sense of urgency and identify when escalation of issues is required
• Use monitoring tools to ensure SLAs are met and engineers are responding to and resolving incidents on time
• Build partnerships with internal departments and customers by regularly demonstrating expertise and professionalism
• Independently assess and effectively respond to customers' requests for information in the remit of service management and request management and reporting
• Develop and document procedures as part of building a service management library
• Identify service improvements to be included in the Continuous Service Improvement plan
• Liaise with third party suppliers and internal teams in the day-to-day delivery of the service, acting as a focal point for service-related activities including but not limited to Incidents, Requests and Changes

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.