Group Operations Manager – Technology 

Permanent
Offshore - Jersey
Posted 2 months ago

The Organisation:

Our client is looking for a Group Operations Manager to join their Technology team.

The Role:

Responsibilities include:

  • Overseeing all IT Operations requests, incidents and problems. Pro-actively managing the Service desk call queues to ensure appropriate service levels are delivered.
  • Continually improving and enhancing the team’s IT Governance – policies, processes and procedures to meet client security and audit requirements, improving service levels and reducing the risk levels in the firm’s IT operations.
  • Managing and coordinating the major incident process, and all urgent and complicated support issues.
  • Providing support and assistance to any audit / security review activity and coordinating client RFI responses.
  • Acting as escalation point for all requests and incidents.
  • Developing mature phone/ticket escalation processes to ensure free flowing escalation and information within the team.
  • Developing a service catalogue for the Technology Team.
  • Determining root causes of issues and communicating appropriately to internal and external customers.
  • Training, coaching and mentoring Service Desk Analysts and Escalation Analysts to develop their careers. Ensure all appropriate support mechanisms are in place to enable them to excel.
  • Managing the operational release of new systems and technology upgrades to the firm, in accordance with the change management policy.
  • Reviewing feedback to improve services, tools and support experience.
  • Ensuring all team administration is kept up to date.
  • Hold responsibility for the management and continual improvement of the 24/7 helpdesk service.

The Person:

You will possess the following key characteristics:

  • To ensure that customer expectations are met or exceeded.
  • To manage, lead and motivate the team to ensure staff are meeting and exceeding expectations.
  • To ensure that the team is meeting defined metrics and benchmarks, and that standards and processes are followed to provide an excellent customer service.

Job Features

Job CategoryIT
SalaryNegotiable upon experience

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