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