Description
Operations Support Analyst –UKITIL Service Management, Experience of ICT and / or Mobile Network Technologies, SLAs and KPIs
Operations Support Analyst required for the UK for a Contract position you will work closely with the Operations Support Manager and is responsible for building close working relationships with internal teams, managed service partners, 3rd parties and of course the customer. The role will support a set of regular Operational Review Meetings where escalations and requests require the Operations Support team to provide both a timely response and the confidence that the right actions will be taken in a bid to drive continual service improvement. This role offers a fantastic opportunity to explore the inner workings of a large and complex multi-party managed service deal whilst providing real exposure to various technology stacks including ICT, Infrastructure, IP, Security, Packet Core & Transmission.
Key Responsibilities:
• Providing a key interface to operations from a customer and 3rd party perspective
• Providing support to the wider operations team and in particular the Operations Support Manager
• Participate in internal & customer end to end user groups to improve the efficiency of future deliveries and processes
• Assist Operations Support Manager to drive continuous improvements to the quality and efficiency of delivery
• Maintain & develop professional & open relationships with the customer
Operations Assurance
• Assist the Operations Support Manager to facilitate operations governance, including running fortnightly multi-party ORMs and weekly operations meetings and preparation of meeting documentation / slides.
• Assist the Operations Support Manager with ownership and maintenance of Operational Governance documentation, for example, Risk Register and Priority Matrix
Performance Management
• Assist the Operations Support Manager to work with other Operations teams help achieve and exceed SLAs and KPIs
• Analyse and understand SLA performance across all service towers
Qualifications:
• Experience of large and complex service management contracts, with exposure to ITIL Service Management
• Exposure to enterprise-level service operations
• Good understanding of SLAs and KPIs and associated understanding of operations impact on both
• Successful at developing and managing relationships at all level organizational levels
• Experience of building and managing of third and multi party relationships
• Self starter capable of working on multiple concurrent tasks with minimal direct supervision
• Excellent communication and organisational skills
• Flexible and able to prioritise in a fast moving and pressured environment
• Experience of ICT and / or Mobile Network Technologies preferred
If you are interested in this challenging position with good opportunity to develop within the organisation then please contact Karl at with your resume in Word Doc format or alternatively call , in our UK Office, reference FLMKL/OSA-14060
Alternatively, if you know of anyone who could be interested in this position, please do not hesitate to forward him/her our details. All applications received are treated with the strictest of confidence.
Please note that we have several other projects globally, eg: Europe, North/South America, Australasia, Far East, Africa, others. Our newest projects are updated daily on www.manningglobal.com
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