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Job

Senior Digital Operations Manager - Media - West London

  • Location

    Brentford, London

  • Sector:

    Development

  • Job type:

    Contract

  • Salary:

    £550 - £600 per day

  • Contact:

    Joe James

  • Contact email:

    joe.james@pcrdigital.com

  • Job ref:

    BBBH12229_1562680330

  • Published:

    2 months ago

  • Duration:

    6 Months

  • Expiry date:

    2019-09-13

  • Startdate:

    ASAP

  • 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