Service Operations Manager

Service Operations Manager 24243

Location: Emley Moor - Shift based hours

Whats in it for you

• Up to 54200
• 10% Bonus
• 20% shift allowance
• Work Life Smarter our commitment to a flexible and hybrid working culture
• Generous pension scheme starting at 6% rising to 10%
• A unique wellbeing programme that looks after the whole you
• Access to multiple learning platforms to support your individual development
• Active and diverse networks that build community support wellbeing and advocate for change
• A comprehensive set of benefits including discounts on big brands gymflex memberships and paid volunteering leave - see our full list of benefits here.

Purpose
Manages and leads a service operations team for one or more Arqiva products and services ensuring that E2E all in-life operational performance requirements are met and that the team is continually developing and improving in line with business goals.


Accountabilities

• Responsible for managing day to day operational performance across one or more service portfolios including independently managing operational performance if required during nights/OOH
• Engage at a peer level with key customers suppliers and senior business stakeholders in order to resolve escalations or deliver required operational performance
• Ensure service risks are identified managed and mitigated appropriately
• Make recommendations on process improvements and automation initiatives to improve operational performance
• Monitor and report on operational performance using relevant data to inform decision-making and lead the drive for improvement
• Provide technical guidance or frameworks and operational context to help the team resolve technically complex or escalated incidents including for example for major service impacting incidents personally leading response to resolution
• Manage self & task: role model Arqivas culture goals with the team building respect and credibility; set a high-performance bar and challenge the team to deliver sustainable results by developing the skills and capabilities of the team and focusing on outcomes.
• Manage relationships & communications: connect collaborate & lead communication transparently balancing face to face and virtual with own team and teams across the business to encourage cross-functional understanding agreement and knowledge sharing.

Skills

• Service Incident - Ability to provide leadership during major incidents and service disruptions directing cross-functional teams stakeholder communications service recovery activities
• Communication skills Ability to influence and engage senior stakeholders customers and leaders through effective communication collaborate with cross-functional teams present technical info operational performance risks and opportunities
• Relationship management - Ability to build and maintain trusted relationships with leaders customers suppliers and business stakeholders at a peer level influencing decisions
• Leadership and Management - Ability to lead operational teams and reinforce a culture of accountability collaboration and continuous improvement
• Operational Analytics - Ability to interpret complex operational data identify trends and root causes.

Knowledge & Experience

• Substantial experience in service operations customer service or a related field with a focus on automation and telemetry.
• Ability to manage complex service environments and third-party relationships.
• Proven ability to manage and develop high-performing teams.
• Proven experience leading operational teams within a complex service environment
• Experience of influencing at a peer level stakeholders customer relationships and third-party suppliers

Qualifications: A degree (or equivalent experience) in business IT or a related field is advantageous.

Why Arqiva:

We enable a switched-on world to flow. As the UKs leader in TV and radio broadcast and the countrys top smart utilities platform we are shaping the future of connectivity.

Our infrastructure delivers media and data exactly where theyre needed - whether thats bringing TV and radio to your home or sending smart meter data to your utility provider. Our technology works quietly behind the scenes connecting millions every day.

But its not just what we do its how we do it. At Arqiva youll find real connection: supportive teams active colleague networks and plenty of ways to get involved and feel part of our community. Well give you the space and support to grow - whether thats developing your skills trying something new or taking on fresh challenges. And because there is more to life than work our rewards and benefits are designed to support your wellbeing your lifestyle and what matters most to you.

Our commitment to Diversity & Inclusion

At Arqiva were committed to building a workplace where everyone feels valued heard and empowered to succeed. We welcome applications from all backgrounds and experiences and we work hard to remove barriers so every colleague can thrive. If you need any adjustments at any stage of the recruitment process please reach out to talent@.

If this sounds like the right next step for you wed love to hear from you!