Lead, Service Operations & Incident Management

Correla; Elmdon Heath; In loco; GBP 34.000 - 57.000; Tempo pieno

Vantaggi offerti da questo lavoro

Uncapped annual leave

Pension 5-10%

Private Healthcare

26 weeks’ parental leave

Wellbeing Services

Descrizione del lavoro

Correla are looking for a Service Operations Lead to join our team in the UK. The role focuses on leading incident management, major incident response, and L1 customer support, while driving supplier management and continuous service improvements.

You will coordinate third-party providers, advance self-service capabilities, and ensure clear communication during incidents. An out-of-hours rota is part of the role with compensation; the company supports a diverse, inclusive workplace.

Competenze

• Customer insight
• Process governance
• Supplier management
• Leadership and people management
• Analytical and problem solving
• Communication and stakeholder engagement

Mansioni

• Lead Incident Management service, ensuring processes are consistently applied, service performance is maintained and continuous improvement opportunities are identified and delivered.
• Lead and coordinate Major Incident response, ensuring timely engagement of technical resolver teams, effective stakeholder management and restoration of service with minimal business impact.
• Lead L1 teams, including a customer enquiry telephony service, ensuring timely, effective support and resolution for consumers and clients in line with agreed service levels, customer expectations and business productivity needs.
• Manage relationships with third-party service providers, ensuring service performance, accountability and continuous improvement, with a focus on delivering value beyond SLA compliance.
• Drive the development of self-service and digital engagement capabilities, reducing avoidable contact, improving customer journeys and creating operational efficiencies.
• Ensure effective communication during Major Incidents, providing timely, accurate and clear updates to customers, senior stakeholders and leadership,
• Participate in the Major Incident Out of Hours (OOH) rota once fully trained and competent, providing operational leadership and coordination outside normal business hours. An additional allowance is provided upon joining the rota in recognition of this responsibility.
• Support Service Transition activities, ensuring new, changed or retired services are effectively embedded into Customer Contact and Incident Management processes.
• Continuous Improvement Participate in the wider development of Service Management processes utilising the ITIL framework. Such as Service Request Fulfilment, Problem and Change Management.
• Identify opportunities to improve service quality, practices, tooling and ways of working, contributing to a culture of learning and continuous improvement

Descrizione del lavoro

Correla are looking for a Service Operations Lead to join our team in the UK. The role focuses on leading incident management, major incident response, and L1 customer support, while driving supplier management and continuous service improvements.

You will coordinate third-party providers, advance self-service capabilities, and ensure clear communication during incidents. An out-of-hours rota is part of the role with compensation; the company supports a diverse, inclusive workplace.