Senior Digital Operations Manager - Media - West London
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Location
Brentford, London
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Sector:
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Job type:
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Salary:
£550 - £600 per day
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Contact:
Joe James
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Contact email:
joe.james@pcrdigital.com
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Job ref:
BBBH12229_1562680330
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Published:
almost 3 years ago
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Duration:
6 Months
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Expiry date:
2019-09-13
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Startdate:
ASAP
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Consultant:
#
Senior Digital Operations Manager - London - 6 months - £550-600 pay per day
Reporting to: VP of Product, Digital
The Senior Operation Manager oversees a number of key functions within the Product development environment that enable the delivery of a high-quality service to end users, and to ensure service support and service delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the Service Delivery and Operations team to achieve those expectations to a high standard.
This is to provide Service Delivery & Operations Management to a live, bespoke product with a large existing user base. The product is cross platform and cross territory so some travel will be involved
Responsibilities
Service Management
- Oversee Service Management process
- Maintain high performing service support functions
- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
- As owner of the escalation process the Ops Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Release management. Track and oversee all releases
- Strict adherence to version control
- Act as the gate and host go-no go decisions for all live deployments
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
- Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Drive internal and third party service review meetings covering performance, service improvements, quality and processes
- Work with internationally distributed teams
- Occasional travel required, sometimes at short notice
Technical
- Understanding of Jira and tracking bugs through to resolution
- Experience of use and configuration of Zendesk to assist in customer service support
Performance & Quality
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
- Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
- Provide regular and accurate management reporting on IT Service performance
- Able to manage and prioritise and tasks and time efficiently
- Able to demonstrate initiative and a proactive approach to daily tasks