Job Ref: 213812161

Date: 2021-05-21 17:10:33

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About Celestra

Celestra is a successful and dynamic Company delivering IT services nationally to the best brand names in the hospitality and retail industries. We build on the essential ingredients required to hold strong, long-term partnerships. We become an extension of our Clients teams as we work together to help them achieve digital visions. With teams spread across the UK, we deliver an exceptional customer experience and speed of delivery which is second to none.

Scope & Purpose

As the Service Operations Manager you will be responsible for leading, developing, managing and motivating a multi-disciplined team of Account Managers, Project Managers, Coordinators & Administrators. You will be an inspirational leader and form part of the senior management team in ensuring the delivery of high-quality services to multiple clients whilst playing a critical role in the implementation of the business plan, developing key strategic ideas and turning these into measurable objectives to be me with efficiency and effectiveness.

The successful individual will be responsible for the Service delivery function across projects including financial performance, internal and external resource utilisation and play a key role within the S&OP process.

Person Specification

* Preferably ITIL/Prince qualified to management level.

* Ability to work well within and lead a team, develop good relationships with people, clients, and internal department heads.

* Ability to create, lead and motivate a team of high performing individuals.

* High degree of self-motivation.

* Strong commercial awareness.

* Excellent time management & organisational skills.

* Excellent communication and negotiation skills.

* Excellent attention to detail, ability to work to strict timescales.

Primary Competencies

* Lead the delivery of project services for Celestra clients ensuring customer focused delivery.

* Lead both project, engineering & technical consulting teams to develop and build world class services for all clients, ensuring expectations and contractual agreements are met.

* Develop the appropriate governance structures for each client to include account reviews, performance reporting and contract alignment.

* Develop and maintain a close working relationship with Service Delivery Manager for cross department client support services.

* Provide leadership and motivation (including appraisals and staff development), encourage the project teams to develop their skills and experiences.

* Manage successful relationships with Account Managers to ensure a shared vision to deliver best in class service, enabling business growth and value for money.

* Manage the delivery of services to required standards and Statement of Works.

Communication & Collaboration

* Ensure high quality and appropriate frequency of communications to key internal and external stakeholders.

* Provide monthly reporting on the performance of all project activity.

* Building and maintaining good working relationships with Project and Engineering teams, and with all operations facing departments, as well as clients.

* Act as an advanced point of escalation for service delivery issues and resolutions.

* Monitor, track and report on budgets and financial performance.

Innovation & Accountability

* Demonstratable experience of providing service delivery management in a large and complex environment operating many customers.

* Be aware of market changes to IT and infrastructures, solid understanding of technologies and future solutions.

Duties and responsibilities

The Service Operations Manager will be a member of the senior management team. They will contribute to decision making, management of risk and the implementation of strategy, whilst developing and implementing best practice across the business.

The role will have operational responsibility for the ongoing development and delivery of the services provided. This will include line management of the Account Managers and responsibility for ensuring that the levels and capacity of staffing across projects meets the needs and risks of the business. They will have a duty of care to the team and a responsibility for promoting best practice throughout the business.

The Service Operations Manager has a responsibility to work and achieve the vision for Celestra, aligned with the 5C values. This includes promoting a positive and empathetic culture of caring and empowerment.

Responsibilities in relation to the senior management team include:

Attending, reporting to, and contributing to the senior management team meetings.

Preparing information and reports for the Directors and attending Board meetings as and when required.

Contributing to the implementation of the overarching business plan and strategies.

Responsibilities in relation to staffing include:

Completing annual appraisals and implementing learning and development plans with the Account Managers.

Ensure that the project teams are completing regular 1:1’s, appraisals and development plans are followed through.

Providing direct line management of Account Managers.

Skills Gap Analysis across the team to ensure there is adequate staffing available to fulfil customer needs.

Promoting high levels of communication across the business.

Contributing to and supporting staff to be part of the multi-disciplinary team and achieving excellence.

Contribute to the recruitment, induction, and training programmes for staff with the aim of continuously improving delivery of the service.

As required and agreed with the Directors, investigate, report on, and manage disciplinary, capability, grievance, and absence management issues.

Contribute to planning the development of a high quality, competent and a confident workforce in line with growth.

Responsibilities in relation to key operational functions:

Management and control of the operational sales forecast following the S&OP process, including staffing, resources and costs associated with each client.

Contribute and participate in the review of pipeline sales to plan effectively for meeting service demand.

Ensuring professional good quality reports are provided to internal and external stakeholders.

Represent Celestra positively and effectively at all meetings.

Contribute to building a positive reputation for Celestra with internal and external customers, suppliers, and departments.

Contribute to the continuous improvement of Celestra, including active participation in the quality assurance and improvement framework.

Complete audits of areas in practice, identify areas for improvement and lead change to implement improvement.

Where appropriate, contribute to the development of policy and procedure, business planning, strategy development and new service developments.

Consistently promote and implement high standards of health and safety, finance, ICT, property improvement and maintenance, administration, and management of human resources.

Management of technical consultancy functions and roles, ensuring best practices and utilisation.

Management of field resources, ensuring availability and skillsets meet business demand and resolution of escalations from internal and external functions.

Responsibilities in relation to client functions:

Management of all assigned project delivery services, acting as a point of advanced escalation for clients where required.

Supporting new business sales and transitions into deployment.

Identifying areas for improvement in service delivery before, during and after deployment.

Ensuring services provided are in line with scope of works and where change is required Account Managers and Sales have suitable support to implement potential change and cost control measures.

Responsibilities in relation to financial functions:

Promote strong financial control across clients, develop and support Account Managers with cost control and decision making, recognise issues and implement changes to ensure business profitability is maintained.

Provide final level cost control and signoff in areas of hardware, contracting and rates setting.

Full accountability for business performance, delivering to operational margins set and agreed for individual projects and accounts overall.

Full understanding of the Operational Sales forecast, requirements from the team and ensuring consistent and level resourcing models.

Responsibilities in relation to leadership:

Provide strong and effective leadership throughout all your areas of responsibility and provide support to the wider business departments and functions.

Provide vision, direction, and a way forward for the business.

Provide strong leadership and guidance in times of uncertainty.

Create and communicate the strategic direction in your areas of responsibility, develop Service Excellence Strategy to ensure customer satisfaction

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