Operations Service Manager

JOB SUMMARY:

The postholder will be responsible for overseeing the day-to-day operations of cloud technologies, ensuring their availability, reliability, scalability, security, and license compliance. With key activities of monitoring, troubleshooting issues, implementing solutions to optimize service delivery and optimisation\design of business solutions. Collaboration with cross-functional teams to ensure alignment with business objectives and customer needs. Additionally, the postholder will play a crucial role in driving continuous improvement initiatives to enhance service quality and efficiency. Your strategic vision will guide the development and execution of operational strategies to support business growth and maintain a competitive edge in the dynamic cloud services market. Overall, your focus will be on delivering exceptional service experiences while maintaining the highest standards of operational excellence.

KEY RESULTS AREAS -

Service Delivery

• Ensure all database servers are backed up in a manner that meets the RPO and RTO defined in customer SLA's.
• Troubleshoot database service outages as needed, including after-hours and weekends.
• Recommend most appropriate high availability and resilience options to meet customers' requirements.
• Undertake capacity reviews of managed databases on a regular basis.
• Document database environments to a quality standard.
• Mentor support team colleagues.
• Ensure that all operational delivery services and developments provided by ITS are planned and delivered in accordance with agreed support processes, SLA's and ITS quality standards (ITIL, ISO 9001 and ISO 20000).
• Ensure that all operational delivery services provided by suppliers are planned and delivered in accordance with agreed quality processes, SLA's and ITS quality standards as appropriate.
• Assist the Operations Manager with the planning of delegated budgets, deployment of financial resources and personnel in a timely manner to meet planned milestones and timetables.
• Assist the Operations Manager with the Development and maintenance of comprehensive and agreed project plans in accordance with ITS standards.
• To be a Specialist in the technologies and methodologies relevant to your business area, including the provision of expert Technical advice and guidance to other ITS business areas and to the wider HSC.
• Act as deputy to the Operations Manager in relation to representing ITS on relevant system governance structures e.g. Service Review Meetings, Management Groups, etc.
• Working with and monitoring suppliers in relation to performance, change, etc.
• Input to change release and change management activities associated with solution upgrades or change with all stakeholders, including ITS Change Advisory Board (CAB).
• Contributing to the development and maintenance of Service Transitioning Assurance Process (STAP) documentation for the services under Postholder control.
• Assisting the Operations Manager to help ensure an effective Problem Management process is in place.

Complying with internal ISO audits to verify the continuing suitability, adequacy and effective of the Quality Management System (QMS), including