Operations Centre Manager

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Key Information

Job title: Operations Centre Manger#

Salary: £60-£64k dependant on experiece

Contract type: Permanent

Reference: 2240

Location: Pier Walk, North Greenwich

Application closing date: Sunday 21st September at 23:59

Overview Of Project/role

The role holder will manage a team of service desk agents working 24x7 responsible for:

• Initial triage and low-level technical fixes where relevant which can be carried out at point of call.
• Assigning the incidents where required to the appropriate resolving team.
• Managing incidents until their resolution (including Revenue collection systems, TfL online, bus systems, critical location and VIP etc)
• Monitor relevant end to end services and manage all incidents and service request escalations raised.
• Major incident management activities as per the major incident management process to restore services as quickly as possible ensuring that all key stakeholders are kept fully informed.
• Accountable for undertaking User Acceptance Testing for a new or changed revenue service.
• Accountable for the day-to-day operation of the TSO Service Desk.
• Providing business users with daily operational status reports
  
  

Key Accountabilities

• Accountable for managing a diverse and engaged team of Service Desk Agents working in a 24*7 shift pattern.
• Accountable for monitoring and assuring relevant Suppliers compliance agreed SLA or OLA's and assuring service restoration targets are achieved.
• Ensuring the Service Desk are the single point of contact for all Escalations and major incidents across Technology and Data.
• To ensure all resolving teams work collaboratively together to restore services as soon as possible.
• Accountable for the effective management of major incidents ensuring communication updates are provided to the relevant stakeholders and service users to agreed timescales, compliant with the Major Incident Management Process.
• Accountable for logging incidents where relevant, triage and assigning them to the appropriate resolution groups within the agreed timescales to deliver service resolution.
• Monitoring and assuring the generation and delivery of payment files to the payment gateways and interfacing parties within the agreed time frames.
  
  

Knowledge

• A University Degree in the relevant technology/computer science or technical qualification highly desirable.
• In depth knowledge of Technology and Data Services or equivalent.
• Desirable to have in depth knowledge of TfL’s operating business services and locations.
• Demonstrable knowledge of IT Service Management toolsets and processes.
• Awareness of the relevant national and international legislation pertaining to the Government/Public Sector IT eg Data Protection Act and Freedom of Information Act as limited examples.
• IT Service Management qualifications desirable.
• Knowledge of ITIL and its practical implementation in large organisation managing services with a complex supply chain.
  
  

Skills

• Proven ability managing a team of Service Desk agents across a complex organisation.
• Methodical process oriented person with strong analytical skills interpreting data & incident management.
• Excellent incident analysis and resolution skills.
• Ability to restore service as quickly as possible and minimise business impact.
• Able to clearly communicate technical & system issues to all levels of management within the organisation.
• Excellent customer service skills taking accountability for making key service decisions & keeping key stakeholders updated.
• Proven ability to influence and negotiate with other teams to achieve maximum benefits for the team and business.
• Strong customer skills including managing conflict and resolving complaints.
• Ability to build strong working relationships with colleagues and key stakeholders.
  
  

Experience

• Extensive experience in managing a complex and diverse range of IT and Communications services
• Proven experience of working in a high pressure technology service desk environment
• Proven experience of major incident management in a complex large organisation essential, ideally with a technology background.
• Worked within the technology industry in a people management role
  
  

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

• Please apply using your CV and 2-page Covering letter. Word format preferred and do not include any photographs or images
  
  

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:



Final salary pension scheme

Free travel for you on the TfL network

Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket

30 days annual leave plus public and bank holidays

TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow

Private healthcare discounted scheme (optional)

Tax-efficient cycle-to-work programme

Retail, health, leisure and travel offers

Discounted Eurostar travel



Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements.

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.