BSOC Operations Manager

Mitie Group plc.; Metropolitan Borough of Solihull; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading operations management company in the United Kingdom seeks a Service Delivery Manager to oversee the Helpdesk operations, manage processes, and support team leadership. You will also work to improve service delivery and retention of talent through development programs. This role requires strong operational management skills, experience in HR processes, and the capability to lead a large team effectively.

Qualifications

• Experience in operational management within a helpdesk environment.
• Ability to lead and drive change effectively within teams.
• Strong understanding of HR processes and employee relations.

Responsibilities

• Deputise for Head of BSOC.
• Manage operational aspects of Helpdesk with over 100 team members.
• Monitor HR/ER cases and assist managers with processes.
• Create progression paths to retain talent within the helpdesk.

Skills

Operational management

Team leadership

Process improvement

Communication skills

HR practices

Job description

• Deputise for Head of BSOC
• Operational Management of Helpdesk, encompassing Government/Defence contracts with 100+ team members.
• Leading change across the department to continually improve the service offered so we remain market leading.
  • Process improvements
  • Development of MI reporting
  • Training and Induction
  • Upskilling/Cross Training
  • Quality Monitoring
• Monitoring HR/ER cases and supporting managers to ensure correct processes and timelines are followed, including but not inclusive of absence management, performance management and conduct issues.
• Working closely with real time team to ensure correct staffing levels across the helpdesk and the systems provided to the team to aid the management of the contracts is used correctly and effectively.
• Creating progression paths within the department to aid the helpdesk retain talent (SME Programme)
• Dealing with Adhoc issues that arise to ensure the smooth running of the helpdesk, working environment, recruitment, management of OOHs escalations
• Point of escalation across the helpdesk for all contracts, including during a BCP event.
• Building relationships across departments in Mitie so that operational issues can be resolved efficiently.
• Supporting and inducting new members of management whilst they settle into their role as Service Delivery Manager or Team Leader
• Mobilisation of new contracts.
  • Working with the contract involved in the mobilisation to ensure it is running to plan
  • Ensuring the team have all the information they require whilst ensuring to minimise impact on the rest of the helpdesk.
  • Building relationships with new client to ease transition into helpdesk and work through the transition period together
• Service Delivery Management - there will be a requirement to service delivery manager a few of our contracts alongside the operations manager duties.