IT Infrastrucutre Operations Performance Manager - ITIL - OSS/BSS/CRM - 6 month contract

Reading (2 days/week in office)

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.

Essential Skills:

• Toolsets for data driven operations - ie writing reports/dashboards using the below tech stack. = Dynatrace, Helix, Splunk etc
• People management experience - managing a diverse team
• Knowing the IT estate/strong IT architecture - knowledge of OSS/BSS/CRM/ORM which supports apps and websites
• ITIL
• 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 design, create and establish reporting/Scripting and the ability to use Excel, Python, Helix, Splunk, Dynatrace
• Service Performance Management experience.
• Present to senior management.

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