IT and Infrastructure Operations Performance Manager - Mobile Telecom

6 months Contract

Reading - 2 days per week onsite

We are hiring an IT and Infrastructure Operations Performance Manager for a telecom client based in Reading.

Overview of the Role:

• Accountable for leading a team of Operations/Analytical professionals who provide Service insights and hold delivery teams to account on ensuring minimum service quality measures are met and upheld in live operation for IT & Infrastructure technologies.
• Accountable for measuring what level of assurance is required to ensure the Service is being operated at its most optimal level of efficiency and effectiveness.
• Accountable for developing organisational commitment to ongoing quality improvement by ensuring that the quality assurance process is robust and is based on the best industry practice.
• The typical planning horizon is variable and aligned by Service reporting that can be adhoc, weekly, monthly, quarterly.
• Accountable for the day to day operational management of our various service providers, through operational governance, escalation, and management of Service Levels.
• Accountable for driving improvements to the operational environment by analysis of contracted service levels with the partners.

What you will be doing?

• Clearly establishes performance goals related to the delivery of Services across all channels (IT service desk, call centre, self-service, retail), and communicates them to all key stakeholders.
• Actively manages the risks associated to maintaining the service and provides recommendations associated with improving the service across the enterprise with the goal of increasing business performance.
• Improves visibility into service performance, and accurately measures progress towards defined objectives.
• Facilitates continuous assessment, evaluation, and refinement of core Service processes to eliminate waste and reduce support-related costs.
• Provides Service Owners with balanced scorecards for all Services underpinned by IT & Infrastructure technology services covering all facets of service: customer experience, quality management, financial, security and compliance.
• Experience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator.
• Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams.

Skills we are looking for?

• Reporting, Scripting, tools such as Helix, Splunk, dynatrace
• Experience managing diverse teams
• Experience in IT architecture knowledge for Mobile comms (key applications and Infrastructure)
• Knowledge of Matrix workings and limited in managing a busy reporting calendar
• Knowledge of toolset for operational data performance management.
• Deliver a report across multiple teams to senior stakeholders.

Project People is acting as an Employment Business in relation to this vacancy.