Service Operation Manager (Secure)

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

• Managing the relationship with clients to ensure that expectations are managed and exceeded, acting as the single point of escalation for all service-related issues and is required to be available for out of hours escalation for critical customer issues
• Operations Management of the services delivered to the customer, ensuring quality and client satisfaction
• Ensuring SLA’s and KPI’s are achieved in line with customer requirements
• Monitoring and reporting the services financial performance
• Creating and maintaining customer facing documentation and the creation of customer service reports and performing customer service reviews
• Interfacing with the SCC Account Director and Head of Client Dedicated Services to keep aware of changing business needs, communicate regarding current performance of the service and routine reporting
• Ensuring a thorough understanding of customers business, environment, staff, and strategies – identifying opportunities for extending business opportunities
• Identifying and managing any interdependencies between projects and service delivery
• Investigating, reporting, and resolving customer satisfaction issues.
• Work closely with other departments such as Service Delivery, Customer Success, IRC and Training to identify opportunities for continuous improvement and positive collaboration.
• Supporting new customer and/or service transition activities
• Continual Service Improvement identification, planning and delivery
• Communication of all service-related matters to the customer and internally
• Initiation and delivery of Continual Service Improvement plans to the customer; documenting and distributing plans showing vision, benefits, effort, and action
• Ensuring compliance to Service Management processes and procedures
• Ensuring service design and introduction practices are in place and adhered to as part of the successful delivery of projects
• Understanding and maintaining information related to the impact on the Customer’s business of any outages (such as upcoming critical periods or key events etc.)
• Receiving, reviewing, and agreeing the level of service delivered by vendors; including the management of penalties and rewards if part of the contract
• Receiving, processing, and identifying change requests from the client and internal parties
• Maintaining agreements with 3rd party teams on the scope and hours of availability of their support services

•  Line management of direct reports; produce and manage individual Performance Development Plans and carry out their regular review against individual and team objectives and training plans
• Proven experience of developing people and teams, creating a culture of self-development
• Full UK Driving licence
• Proven ability to deliver to or above customer Service Level Agreements whilst underpinning efficiency targets
• Ability to manage a large P&L whilst improving the operating cost model
• Identify training requirements, provide mentorship to the team and peers in the organization where needed
• Perform recruitment activities associated with customer staffing requirements