Operations Centre Manager

Overview

Location: Pier Walk, North Greenwich

Application closing date: Sunday 21st September at 23:59

The role holder will manage a team of service desk agents working 24×7 responsible for:

• Initial triage and low-level technical fixes where relevant which can be carried out at point of call.
• Assigning the incidents where required to the appropriate resolving team.
• Managing incidents until their resolution (including Revenue collection systems, TfL online, bus systems, critical location and VIP etc).
• Monitor relevant end to end services and manage all incidents and service request escalations raised.
• Major incident management activities as per the major incident management process to restore services as quickly as possible ensuring that all key stakeholders are kept fully informed.
• Accountable for undertaking User Acceptance Testing for a new or changed revenue service.
• Accountable for the day-to-day operation of the TSO Service Desk.
• Providing business users with daily operational status reports.

Key Accountabilities

• Accountable for managing a diverse and engaged team of Service Desk Agents working in a 24/7 shift pattern.
• Accountable for monitoring and assuring relevant Suppliers\’ compliance with agreed SLAs or OLAs and assuring service restoration targets are achieved.
• Ensuring the Service Desk are the single point of contact for all escalations and major incidents across Technology and Data.
• To ensure all resolving teams work collaboratively together to restore services as soon as possible.
• Accountable for the effective management of major incidents ensuring communication updates are provided to the relevant stakeholders and service users to agreed timescales, compliant with the Major Incident Management Process.
• Accountable for logging incidents where relevant, triage and assigning them to the appropriate resolution groups within the agreed timescales to deliver service resolution.
• Monitoring and assuring the generation and delivery of payment files to the payment gateways and interfacing parties within the agreed time frames.

Knowledge and Qualifications

• A University Degree in the relevant technology/computer science or technical qualification highly desirable.
• In depth knowledge of Technology and Data Services or equivalent.
• Desirable to have in depth knowledge of TfL\’s operating business services and locations.
• Demonstrable knowledge of IT Service Management toolsets and processes.
• Awareness of the relevant national and international legislation pertaining to the Government/Public Sector IT (e.g., Data Protection Act and Freedom of Information Act).
• IT Service Management qualifications desirable.
• Knowledge of ITIL and its practical implementation in large organisations managing services with a complex supply chain.

Skills

• Proven ability managing a team of Service Desk agents across a complex organisation.
• Methodical, process-oriented with strong analytical skills interpreting data and incident management.
• Excellent incident analysis and resolution skills.
• Able to restore service as quickly as possible and minimise business impact.
• Able to clearly communicate technical and system issues to all levels of management within the organisation.
• Excellent customer service skills taking accountability for making key service decisions and keeping key stakeholders updated.
• Proven ability to influence and negotiate with other teams to achieve maximum benefits for the team and business.
• Strong customer skills including managing conflict and resolving complaints.
• Ability to build strong working relationships with colleagues and key stakeholders.

Experience

• Extensive experience in managing a complex and diverse range of IT and Communications services.
• Proven experience of working in a high-pressure technology service desk environment.
• Proven experience of major incident management in a complex large organisation (essential), ideally with a technology background.
• Worked within the technology industry in a people management role.

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below: Final salary pension scheme, Free travel for you on the TfL network, Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket, 30 days annual leave plus public and bank holidays, TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow, Private healthcare, discounted scheme (optional), Tax-efficient cycle-to-work programme, Retail, health, leisure and travel offers, Discounted Eurostar travel, Hybrid working within this role enables a balance of 50 percent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements. Some interviews/assessments could be organised at short notice.