Service Operations Manager

Arqiva; Emley Moor; Hybrid; GBP 33,000 - 54,000; Full time

Benefits offered by this job

Salary up to £54k

Bonus 10%

Shift allowance 20%

Hybrid working

Pension 6-10%

Wellbeing programme

Learning platforms

Employee networks

Brand discounts

Job summary

Arqiva is seeking a Service Operations Manager to lead a service operations team across one or more products, ensuring end-to-end performance and continual improvement. Based at Emley Moor with shift-based hours, you will balance night/OOH coverage where needed.

You will engage with customers and suppliers, manage risks, and drive automation while developing your team and delivering against business goals. The role offers a hybrid working culture and a comprehensive benefits package.

Qualifications

• Substantial experience in service operations, customer service, or a related field, with a focus on automation and telemetry.
• Ability to manage complex service environments and third-party relationships.
• Proven ability to manage and develop high-performing teams.
• Proven experience leading operational teams within a complex service environment
• Experience of influencing at a peer level stakeholders, customer relationships and third-party suppliers

Responsibilities

• Manage day-to-day operational performance across one or more service portfolios, including nights/OOH where required.
• Engage with customers, suppliers and senior stakeholders to resolve escalations or improve operational performance.
• Ensure service risks are identified, managed and mitigated appropriately.
• Recommend process improvements and automation initiatives to improve operational performance.
• Monitor and report on operational performance using relevant data to drive improvement.
• Provide technical guidance to resolve technically complex incidents, including leading major incident response.
• Model Arqiva’s culture, develop the team, and deliver sustainable results.
• Foster cross-functional collaboration and transparent communications across the business.

Skills

Incident leadership

Stakeholder communication

Relationship management

Leadership

Operational analytics

Education

Degree or equivalent

Job description

Job Description

Service Operations Manager 24243

Location

Emley Moor - Shift based hours

What’s In It For You

• Up to £54,200
• 10% Bonus
• 20% shift allowance
• Work Life Smarter – our commitment to a flexible and hybrid working culture
• Generous pension scheme starting at 6% rising to 10%
• A unique wellbeing programme that looks after the whole you
• Access to multiple learning platforms to support your individual development
• Active and diverse networks that build community, support wellbeing and advocate for change
• A comprehensive set of benefits including discounts on big brands, gymflex memberships and paid volunteering leave - see our full list of benefits here.

Purpose

Manages and leads a service operations team for one or more Arqiva products and services, ensuring that E2E all in-life operational performance requirements are met, and that the team is continually developing and improving in line with business goals.

Accountabilities

• Responsible for managing day to day operational performance across one or more service portfolios, including independently managing operational performance if required during nights/OOH
• Engage at a peer level with key customers, suppliers and senior business stakeholders in order to resolve escalations or deliver required operational performance
• Ensure service risks are identified, managed and mitigated appropriately
• Make recommendations on process improvements and automation initiatives to improve operational performance
• Monitor and report on operational performance, using relevant data to inform decision-making and lead the drive for improvement
• Provide technical guidance or frameworks and operational context, to help the team resolve technically complex or escalated incidents, including for example for major service impacting incidents personally leading response to resolution
• Manage self & task role model Arqiva’s culture goals with the team, building respect and credibility; set a high-performance bar and challenge the team to deliver sustainable results, by developing the skills and capabilities of the team and focusing on outcomes.
• Manage relationships & communications connect, collaborate & lead communication transparently, balancing face to face and virtual, with own team and teams across the business to encourage cross-functional understanding, agreement and knowledge sharing.

Skills

• Service Incident - Ability to provide leadership during major incidents and service disruptions, directing cross-functional teams, stakeholder communications, service recovery activities
• Communication skills – Ability to influence and engage senior stakeholders, customers and leaders through effective communication, collaborate with cross-functional teams, present technical info, operational performance, risks and opportunities
• Relationship management - Ability to build and maintain trusted relationships with leaders, customers, suppliers and business stakeholders at a peer level, influencing decisions
• Leadership and Management - Ability to lead operational teams, and reinforce a culture of accountability, collaboration and continuous improvement
• Operational Analytics - Ability to interpret complex operational data, identify trends and root causes.

Knowledge & Experience

• Substantial experience in service operations, customer service, or a related field, with a focus on automation and telemetry.
• Ability to manage complex service environments and third-party relationships.
• Proven ability to manage and develop high-performing teams.
• Proven experience leading operational teams within a complex service environment
• Experience of influencing at a peer level stakeholders, customer relationships and third-party suppliers

Qualifications

A degree (or equivalent experience) in business, IT, or a related field is advantageous.

Why Arqiva

We enable a switched-on world to flow. As the UK’s leader in TV and radio broadcast and the country’s top smart utilities platform, we are shaping the future of connectivity.

Our infrastructure delivers media and data exactly where they’re needed - whether that’s bringing TV and radio to your home or sending smart meter data to your utility provider. Our technology works quietly behind the scenes, connecting millions every day.

But it’s not just what we do, it’s how we do it. At Arqiva, you’ll find real connection supportive teams, active colleague networks and plenty of ways to get involved and feel part of our community. We’ll give you the space and support to grow - whether that’s developing your skills, trying something new or taking on fresh challenges. And because there is more to life than work, our rewards and benefits are designed to support your wellbeing, your lifestyle and what matters most to you.

Our Commitment to Diversity & Inclusion

At Arqiva, we’re committed to building a workplace where everyone feels valued, heard and empowered to succeed. We welcome applications from all backgrounds and experiences, and we work hard to remove barriers so every colleague can thrive. If you need any adjustments at any stage of the recruitment process, please reach out to [e-mail].