Contact centre operations lead

Posted on:

Job Details

Location: Reading

Type: Contract

Ref: e20013091

What is the purpose of the role?

The contact centre operations lead will have overall responsibility for the management of the contact centre IT operational environments and interfaces to BPO partners. You will be ensuring maintenance planning and adherence to procedures for operating efficiency. Primary point of contact for transformation work streams. You will also be responsible for crisis management, process management, SLA adherence, service improvement. The contact centre operations lead will be an experienced service professional with overall responsibility for the delivery of end to end BAU services. The role will ensure that all IT services are fit for purpose and support the delivery of defined business outcomes. This role is will involve stakeholder management and requires the establishing and management of the service delivery expectations with business and stakeholders.

What makes this role unique?

This is a challenging role which requires you to help deliver the best next generation services to all our customers. Thames Water are about to embark on a very exciting journey to improve our IT services. You will be part of a new team creating our own in house multi-million pound ITIL service management framework. You will be involved in continuously improving our service for our current and future long term vision.

What will this role involve?

Stakeholder Management: Act as a single point of contact for business and stakeholders on BAU operational service delivery.

BAU Service Delivery: Ensure that all operational services are fit for purpose, work as part of the overall programme delivery, support gate activities, defining service architecture and service introduction.

Risk Management: work in collaboration with the operational risk manager to manage operational risks and proactively mitigate against, resolve and report on service risks and issues.

Service Management: Support all service management processes and activities to support the delivery of BAU services.

Financial Management: Work with the business and within the department to drive efficiencies and cost containment as an integral part of service delivery, specifically owning, managing and reporting on technical cost centre budgets to ensure optimal delivery within financial parameters.

Supplier Management: Work with supplier management to ensure robust contractual requirements are in place to deliver quality and cost effective services.

Service Level Management: Work with stakeholders to define, manage, monitor, review and report on service level requirements and agreements, holding delivery partners to account for underpinning technical and operational service delivery.

Continuous Service Improvement: Develop, make recommendations, refine and own CSI service delivery plans, providing monthly management information to enable decisions that drive the highest levels of service within the timeframes and budgets agreed.

Service Reporting: Ensure the provision of regular and accurate management reporting on IT Service performance and provide a service operation interface for programmes, projects and partners delivering transformation.

Work with CTO to develop technology strategies that support long-term growth and sustainability and develop an operational plan that is flexible in a changing environment.

What are we looking for?

We are looking for someone with an education to degree level or equivalent experience and experience in ITSM – ITIL. All applicants needs to have a significant amount of IT management experience within an large IT organisation and experience of service delivery within an a complex matrix IT operational environment. Essential technical skills we are looking for are service delivery and management, operational support experience, risk management, contact centre services experience and features and application performance monitoring and management experience. You will be a proven problem solver, strategic thinker, great at communication and a self-motivated individual with attention to detail and an ability to deliver under pressure.

Thames Water information and salary details

This role is based at our offices in Reading. We are offering a salary of between 40,800 and 72,200 dependant on skills and experience. On top of our competitive salary package, you will also receive a competitive bonus, car allowance, private healthcare and an industry leading pension scheme. We also offer 2 paid volunteering days per year.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 26/03/2018.