Service Operation Manager (Secure)

The Scc; City of Westminster; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading IT services provider in the UK is seeking a Service Operations Manager to oversee service delivery and client satisfaction. This role includes managing client relationships, ensuring service quality, and financial performance. Candidates should have proven experience in operations management and team development. The role offers a competitive salary and benefits, with hybrid working options.

Benefits

Competitive salary

Hybrid working

Career development opportunities

Qualifications

• Proven experience in developing teams and fostering a culture of self-development.
• Full UK driving license required.
• Ability to meet/exceed customer SLAs while maintaining efficiency targets.

Responsibilities

• Managing client relationships and expectations.
• Overseeing quality and client satisfaction in service delivery.
• Monitoring financial performance of services.
• Ensuring compliance with Service Management processes.

Skills

Client relationship management

Operations management

Financial performance analysis

Service Level Agreements (SLA)

Team leadership

Job description

Role purpose:

Working as the Service Operations Manager, you will have overall responsibility for the service(s) delivered by the operations team(s) to the customer. Acting as the focal contact for SCC, you will be responsible for all aspects of the service delivered to the customer, including support team activities and performance, stakeholder management, service level performance and reporting, financial management, customer satisfaction, operational alignment, line management (where appropriate), and continual improvement.

Key responsibilities:

1. Managing the relationship with clients to ensure expectations are managed and exceeded; acting as the single point of escalation for all service-related issues; available for out-of-hours escalation for critical issues.
2. Operations management of the services delivered, ensuring quality and client satisfaction.
3. Ensuring SLA's and KPI's are achieved in line with customer requirements.
4. Monitoring and reporting on the financial performance of the services.
5. Creating and maintaining customer-facing documentation, generating service reports, and conducting reviews.
6. Collaborating with the SCC Account Director and Head of Client Dedicated Services to stay informed of business needs and communicate performance and reports.
7. Understanding the customer's business, environment, staff, and strategies to identify opportunities for extending business.
8. Managing interdependencies between projects and service delivery.
9. Investigating, reporting, and resolving customer satisfaction issues.
10. Working closely with departments like Service Delivery, Customer Success, IRC, and Training for continuous improvement.
11. Supporting new customer and service transition activities.
12. Identifying, planning, and delivering continual service improvements.
13. Communicating service-related matters to customers and internally.
14. Initiating and delivering continual service improvement plans, documenting their vision, benefits, effort, and actions.
15. Ensuring compliance with Service Management processes and procedures.
16. Ensuring service design and introduction practices are followed for project delivery.
17. Assessing the impact of outages on the customer's business and communicating accordingly.
18. Reviewing and agreeing on service levels with vendors, including managing penalties and rewards.
19. Processing change requests from clients and internal parties.
20. Maintaining agreements with third-party support teams regarding scope and hours of support.
21. Line management of direct reports, including performance development and training plans.
22. Proven experience in developing teams and fostering a culture of self-development.
23. Full UK driving license.
24. Ability to meet or exceed customer SLA's while maintaining efficiency targets.
25. Managing a large P&L and improving operating costs.
26. Identifying training needs, mentoring team members and peers.
27. Performing recruitment activities for staffing needs.

About Us & Role Details:

SCC is Europe's largest privately-owned IT business, based in Birmingham. We help clients succeed through IT transformation and exceptional customer experiences. We value innovation, diversity, and inclusion.

Role: Service Operations Manager

Location: London Wall (hybrid working)

Contract: Permanent

Salary: Competitive, with benefits

Hours: 9:00 am - 5:30 pm, Monday to Friday

Interview Process: 2-stage

Why SCC? An inclusive workplace, excellent benefits, hybrid working, career development, and opportunities to join Europe's largest IT company.