|Job Ref:||204732250||Employer:||cv-library.co.uk||Job Type:||Permanent||Country:||United Kingdom||City:||Sheffield||Address:||Salary:||£35000 - £40000/annum||Post Date:||05/10/2016 03:27|
IT Operations Manager - MUST HAVE CONTACT CENTRE EXPERIENCE|
My client, an award winning contact centre, are seeking to recruit an IT Operations Manager and you will bring the below: As a key service delivery role reporting to the Director of IT, the IT Operations Manager is a strong team player with a strong technical understanding of Telephony and IT with an emphasis on customer service.
Your customer is our internal operations whom rely on our IT systems to perform.
Responsible for delivering seamless Voice and Network solutions to their centres that supply services to high profile blue chip clients. Ideally the experience should have been gained within a contact centre environment where you have experienced a high volume of users.
The role will include developing and improving the processes and governance in line with ITIL Service Management enhancing service delivery. Overseeing scheduled maintenance and planned upgrades following Change Management methodology.
In all cases you will be responsible for ensuring that the centres are fully operational at all times and that any problems are fixed within OLA, reducing the exposure of commercial impact.
Experienced in large corporate contact centre operations covering multiple sites and dealing with contact centre technical resources, particularly vendor management of telephony / dialler platforms and an understanding of the architecture will be a big advantage. Responsibilities
Managing the operational IT Staff & infrastructure to the existing and any potential new call centres
Monitoring and analysing the systems of production to ensure day to day smooth running of the IT Operations and infrastructure. Environment consists of 7-800 desktops/laptops/thin clients. Datacentre biased production system and an inbound / outbound dialler platform.
Service Desk ticket management, monitoring and tracking through to conclusion. Reporting on service desk requests for work and break-fix incidents. Managing the communications between the service desk and the customer.
Line management responsibilities with the ability coach and develop. Identify any gaps in knowledge that would benefit the business/department and provide support and recommendation for training.
Vendor Management for outsourced IT services
Maintaining and improving on Service Levels and MTB's
Managing the acceptance in to live service any new IT feature to ensure all required documentation and approvals are in place.
Traveling between the sites soliciting feedback on improving the service.
Developing process and improving governance
Project management skills to oversee the delivery of any new changes, infrastructure,
Identifying, creating and managing Risk and Issue Registers
Creating/Managing Change Requests
Iteratively Documenting "Lessons Learnt"
Support the Development, and Sales team with Tender responses concerning Project Delivery and Capacity Management
Working effectively and collaboratively with all areas of the team - Senior Management, Clients of the business, Sales, Customer Relationship Management, other IT departments and Support Services
A professional representation of at all times (internally and externally)
Innovation hungry and a passion towards efficiency, keeping things simple but essentially always looking to make a difference.
Experience in contributing to attaining the relevant ISO standards.
Skills and Experience
Minimum of 5 years' experience in delivering Support to Centres dealing with blue-chip clients
Good problem-solving skills, attention to detail and ability to work under pressure and collaboratively as part of a team essential
Line management experience
Ability to create quality documentation to support the role where appropriate
Good customer-facing communication skills
Experience of delivering solutions within contact centre environments
A good technical knowledge of software and telephony systems.
Attributes: Loves IT, Enthusiastic, team player, tenacious, proactive, adaptable, switched on to customer service. Excellent Communication skills. Driving Licence
Essentially based out of our Sheffield office although some travel may be required therefore the ability to travel is essential