[6239] - Group Operations Manager - Technology - Maven Partners

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.

Features & Requirements

Further Information

Location: Jersey

Profession: IT

Salary: Negotiable

Contact Details

Phone: 01534864771

Email: sarahgarrood@mavenpartners.net

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