Senior Operations Manager

  • Location
    London, Greater London
  • Salary
    £ 600 - £ 650 / Daily
  • Job type
    Contractor
  • Industry
    Public Sector and Government
  • External Reference
    JN-052022-250986
  • Category
    IT - IT

Senior Operations Manager required to work with a Government department. This is an initial 12-month contract, paying £650 a day, inside IR35, hybrid working 1-2 days per week in your local office (Office locations: London, Bristol or Manchester).



We're recruiting for a Senior Operations Manager to be part of our collaborative Technology Services team. The Technology Team design, deliver and support the core infrastructure and systems that enable End User Compute Services and line of business applications for over 100,000 users across over 800 locations.



We are recruiting for a Hybrid & Future Working Senior Operations Manager (SOM) to work alongside the Modern Workplace Service Owner within the Technology Services Team. The role is responsible for supporting the identification of Strategy, Operation and ongoing management of a range of services used by 100,000+ End Users across the company.



The Hybrid & Future Working Operation Manager (SOM) will be supporting the Modern Workplace Service Owner responsible for the end to end service delivery of the Hybrid & Future working capabilities within the Modern Workplace team.



Overview:


Generally Senior Operations Managers across the service areas are responsible for:



  • Managing service operations

  • Service and asset performance management

  • Senior stakeholder management and communication

  • Market awareness and product knowledge

  • Supplier governance

  • Service value management

  • Embedding process change

  • Keep up-to-date progress records

  • Leading on major incidents and resolve problems to improve products and services

  • Manage service improvement

  • Manage budgets and expenditure

  • Agree service commercial framework



Each Senior Operations Manager will work into a Service Owner and have specific responsibilities for a functional area of work.



Main Responsibilities:



  • TheSOM will work collaboratively with

    • Modern Workplace Service Owner

    • Peer SOMs within the EUC team

    • Technical Architecture and Service Operations teams

    • 3rd party Service Managers, Project and Technical leads

    • Key stakeholders



  • Supporting the identification and delivery of the product strategy and roadmap related to:

  • Hybrid and Remote working using toolsets such as M365, Voice & Video integration & collaborative meeting spaces

  • Evolve the use of meeting room and open space technologies across the company estate utilising collaborative meeting room software and hardware, to maximise the availability and use of facilities residing in and around key hubs and satellite sites. Ensuring that implemented solutions are simple, easy to use and are delivered in a user centric way.

  • Developing key metrics, dashboards, reports etc around utilisation of tools and technologies to support investment activities in these areas

  • Working with service providers, 3rd parties, service operations, business engagement to ensure evolving business needs are continuously met. Additionally, to work with providers in order to ensure that solutions are delivered in a secure, robust manner in line with best practice

  • Identifying user requirements through user experience to inform features and products and procurement activity and align with Product Leads to deliver these through product roadmaps

  • Identifying requirements and present them in business case and procurement ready formats in order to gain approvals and/or go to market

  • Collaborate with operations and support teams to provide direction/support, improve processes, improve efficiencies, and enhance the overall user experience.

  • Supporting procurement activity alongside Commercial colleagues

  • Developing metrics and produce reports on performance and assets

  • Managing and reporting on multiple suppliers' delivery and performance against contractual requirements and attending vendor review sessions

  • Monitoring performance of the relevant service line working with architects and engineers to identify continuous service improvements

  • Working with internal teams and suppliers to identify resolutions to incidents and problem tickets and utilise this data to improve the service of a product

  • Developing strong relationships with a range of stakeholders and key vendors




Essential Skills:



  • Knowledge of platforms used in geographically-distributed systems architectures

  • Have working technical knowledge/experience managing the complete life cycle of devices in the modern workspace

  • Have up-to-date working knowledge/experience with MS Teams and Microsoft collaborative tooling; Microsoft 365 technology stack and ServiceNow within the collaborative Modern Workplace workspace

  • Meet the requirements for BPSS clearance

  • Use and awareness of recognised methodologies - ITIL, Agile, Prince2 project management

  • Operations in large enterprises and/or projects

  • Working knowledge of end user environments

  • Capacity management and service optimisation



Please apply should you meet the above criteria.

To speak to a recruitment expert please contact Bradley Andrews