Service Operations Manager

Recruiter
Location
Redhill
Salary
£50000 - £70000 per annum
Posted
11 Sep 2017
Closes
09 Oct 2017
Ref
1163999/001
Contact
Isobel Salino
Discipline
Mechanical, Software
Contract Type
Permanent
Hours
Full Time
Service Operations Manager



Do you enjoy working in a busy environment, solving challenging technical issues and managing a large team? If so, this Service Operations Manager position within a leading transportation and technical development organisation is for you.



Role summary:

Effectively manage the relevant parts of the operations function and teams to drive service excellence provided to Customers. In addition, you will continuously monitor, review, develop and improve the Operations Teams and all processes.



This position will be managing a team of c. 50 – 60 people, including direct line manager reports. The service centre is looking to resolve 20,000 raised tickets per month, and the role of this Service Operations Manager is to be responsible for managing the resolutions of these tickets.



Essential skills and experience:

+ Minimum of 5 years Customer Services’ experience including ITIL and Field Service Management

+ Minimum 3 years’ experience of managing a technical operational, 24x7 Call Centre/Service Centre environments, preferably gained in a telecommunications, and or transport industry

+ Minimum 3 years’ experience leading and motivating multi skilled teams of at least 20 staff

+ Previous experience of setting up and managing SLA’s/OLA’s is essential.

+ Experience working to resolve 10,000+ tickets per month



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