Description
This is an exclusive opportunity working with one of Steria's large government clients based in London. Steria Ltd is looking for an Infrastructure Management Operations Lead to work on client site, initially for 3 months, with potential extensions. Due to the nature of the project and client you will need to hold current and valid SC Clearance.
Job Purpose:
This role manages day-to-day infrastructure operations to provide delivery of systems and services in order to meet or exceed agreed services levels.
Key Accountabilities
- Single point of ownership and engagement for effective provision of systems and services to customers
- Manages daily interface and reporting to customer on health of operational service.
- Works with Service Desk manger and Service Management function to provide seamless service through complete life cycle.
- Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Provides point of escalation for Major Incident Management and Communication.
- Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole virtual' service team, including other Steria service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
- Manages trend analysis to identify opportunities for service improvement.
- Drives the definition of underpinning technical metrics that promote overall SLA delivery and ensure the production of appropriate technical reports either through in-house service reporting systems and service management tools or from 3rd parties.
- Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
- Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability and partners
- Aware of, and sensitive to, the needs of sales and projects so that live service advice and help is provided across the full engagement with the client.
- Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole virtual' service team, including other Steria service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
- Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
Essential skills and experience:
- Strong client focus - ability to operate at prime customer contact level typically at senior manager/director level
- Demonstrates a breadth and depth of operational service delivery management expertise, preferably in an outsourcing environment
- Significant experience of leading and managing teams (including Matrix management) within an operational service delivery or shared services environment
- Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
- Experience in outsourcing bids, from pre-sales to successful implementation, preferably government environment
- Thorough understanding of customer's business and market sector and able to use that knowledge to understand how services enable business outcomes and therefore understands impact of any failures.
- Strong communicator at all levels
- Systems and IT literate
No agencies working on this role, so contact me directly.
Winner: Best Small Recruitment Agency to work for: Recruiter Awards For Excellence 2011
APSCo IT and Telecoms Staffing Company of the Year 2007 & Technical Staffing Company of the Year 2005.