Service Operations Lead: Incident & Service Delivery

Correla; Metropolitan Borough of Solihull; Vor Ort; GBP 51.000 - 63.000; Vollzeit

Benefits dieser Stelle

Uncapped annual leave

Private Healthcare

Pension contribution 5-10%

Up to 26 weeks’ full pay parental/CARE

Wellbeing services

Zusammenfassung

Correla is seeking a Service Operations Lead to join our team in the UK. The role focuses on leading incident and major incident management, guiding L1 support and coordinating with third-party providers to ensure service performance and continual improvement.

You will drive self-service initiatives, improve customer journeys, and communicate effectively with customers and leaders. The position is permanent, with a salary of up to £57,000 per year, reflecting experience and role criteria.

Qualifikationen

• Leadership and people management experience.
• Strong incident management and incident response skills.
• Analytical problem-solving and data-driven decision making.

Aufgaben

• Lead Incident Management service, ensuring processes are consistently applied and improvements are delivered.
• Lead and coordinate Major Incident response with timely engagement of resolver teams and stakeholders.
• Manage L1 customer enquiry telephony service to meet SLAs and business productivity needs.
• Oversee relationships with third-party service providers to ensure performance and value beyond SLA.
• Drive self-service and digital engagement to reduce avoidable contacts and improve customer journeys.

Kenntnisse

Leadership

Incident Management

Stakeholder Management

Jobbeschreibung

Correla is seeking a Service Operations Lead to join our team in the UK. The role focuses on leading incident and major incident management, guiding L1 support and coordinating with third-party providers to ensure service performance and continual improvement.

You will drive self-service initiatives, improve customer journeys, and communicate effectively with customers and leaders. The position is permanent, with a salary of up to £57,000 per year, reflecting experience and role criteria.