End User Services Operations Manager

Role : End User Services Operations Manager
Location : West London – hybrid
Salary : £70,000 – 85,000 + benefits
We have a great opportunity with one of our FTSE100 clients looking for an End User Services Operations Manager to join them during an exciting period of transformation.
You’ll be delivering end user service operations and ITIL operational processes (incident, problem, change, request, event), leading on activities and operational procedures to resolve incidents. You’ll also deal with service restoration for end user incidents and degradations in service, alongside operational command and control through compliance and focus on reduced incidents and fast recovery of services, including operational management of all end user vendors.
The role:
Ensure service delivery remains aligned to business needs by engaging with key stakeholders to understand and shape business requirements for the short and long term
Ensure that services and key processes meet SLAs
Monitor and maintain end user systems and networks in line with required accreditations
Use a strategic lense to ensure that the approach to delivering services takes the best advantage of market capability, driving efficiency and continual service improvement
Track and report on all services being delivered and assess supplier performance
Ensure all services have a robust support model to be able to provide as required
Deliver effective escalation, command and control, and resolution for significantly impacting end user incidents in operational areas compliance
Experience needed:
Demonstrable experience in a similar role, leading a global 24x7 service offering
Experience delivering critical IT services in an operational environment
Previously dealt with a diverse supplier framework
Understanding of service value for customers and driving continuous service improvement
Strong stakeholder management skills and an ability to influence at senior levels
Understanding of 3rd party supplier management principles
Nice to have :
Experience operating across multiple countries and cultures
Relevant certifications, including ITIL
If you’re interested, please get in touch.
Thank you.