Service Optimisation Manager

Investigo are partnered with a FTSE 100, London based organisation who are going through a huge IT transformation. The business are looking for a Service Optimisation Manager to play a critical role in driving continuous improvement, enhancing service quality, and ensuring that services align with the strategic goals of the business.

Purpose of the role

You will be responsible for delivering the enhancement and assurance of service to the business. This role involves driving service performance and assurance through both data analysis and stakeholder feedback, working with process owners to optimise and improve service. The work delivered by this role will span the suite of ITIL process areas, and partner in particular with Service Operations and Service Delivery to enable a culture of fixing forward, looking into repeat incidents and degradation's in service in order to identify remediation.

Accountabilities

• Engage with the business and use data to understand pain points experienced by the business, and lead the wider IT Operations and Digital teams to drive and implement enhancements to service.
• Define and monitor key performance indicators (KPIs) to measure and evaluate the effectiveness of service delivery
• Analyse end-to-end service delivery processes to identify and subsequently remove inefficiencies
• Lead service assurance for critical systems where chronic issues have the potential to morph into critical incidents and ensure that this is avoided.
• Work with Service Delivery and Service Ops, define and report on potential service risks which are being managed - ensure such reports are suitable for use at Director, CDIO and on occasion, CEO level
• Using data analytics to identify trends and patterns in service performance
• Ensuring that service levels meet or exceed customer expectations and being responsive to the ongoing requirements of the customer
• Develop manage and implement projects that optimise service processes, reduce operational costs, and enhance overall efficiency and service
• Facilitate communication and cooperation among teams to ensure a unified approach to service improvement.
• Define agree and establish benchmarks and targets for service levels and work with both internal teams and supply chain colleagues to achieve and exceed these goals

Experience

• Experience of leading a global service offering
• Strong experience of delivering critical IT services in an operational environment
• Business partnering, working as a valued partner with internal and external stakeholders across a diverse stakeholder base, delivering a value-added service to customers
• Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation
• Proven experience of dealing with diverse supplier framework
• Good application of supplier management skills, building effective relationships through a business partnering approach, ensuring service levels are maintained for business customers
• Experience of operating across multiple countries and cultures is desirable, but not essential