Jobs, fresher vacancy - VP Service Operations • Surrey

Company: IFS

Surrey

Job DescriptionThe VP, Service Operations : Unified Support is responsible for the design, adoption and ongoing successful delivery of the full Service Operations portfolio of offerings to the full end user IFS customer base and its growing number of internal customers. The portfolio includes multiple services that IFS deliver to both Cloud and on premise customers to support the normal usage of their IFS services. These services are all delivered within an ITIL derived service management framework and are operated in ways which are compliant with multiple international standards including ISO27001, ISAE3402 and more.The role will be an instrumental part of the Unified Support leadership team who are jointly responsible for the support, availability, latency, performance, efficiency, monitoring, and emergency response of our customers services. The role requires service minded, process aware, energetic, detail-oriented individuals who will lead the team to achieve the primary goals of meeting multiple service SLAs, maintaining service SLA availability targets and delivering a high quality customer experience throughout the support phase of the service lifecycle.The ideal candidate has a proven track record in service delivery & people leadership at a global scale on a 24x7x365 basis. They will be a creative thinker, problem solver, a teacher, a learner, a fantastic leader of people, a careful controller of costs and be motivated by operational excellence in every aspect of service delivery.Duties & AccountabilitiesOperational DutiesLead a large, multi-lingual, globally diverse, multi-discipline team providing a wide number of disparate services to both internal and external IFS customer bases.Be the single, end to end guardian and owner of the customer experience quality for each and every (internal or external) customer utilising any of the services provided by Service Operations.Create and lead initiatives with all relevant internal customers to design, develop and deploy new services to meet the common needs of their businesses and their end customers.Represent Unified Support in meetings with end customers, internal stakeholders, external stakeholders, partners and suppliers.Work with the Service Operations leadership team to create and maintain operational models, functional budgets and capacity plans for each of the functions to meet all of their current service level commitments and to anticipate for future developmentsWork with the Service Operations leadership team to create and maintain succession plans, business continuity plans and skills distribution models to ensure continuous 24x7x365 delivery of all service commitments within the service operations organisation to meet the expected service level commitmentsEnsure all the Service Operations teams comply with best security practices and constantly assess potential vulnerabilities and risks within their service portfoliosDesign, develop and operate suitable reporting methods for all relevant service metrics associated with the efficiency and quality of operating the Service Operations portfolio which delivers value to external and internal customers, working with IFS reporting teams wherever necessary.Produce data driven improvement plans to demonstrably increase the efficiency and quality of the services we deliver to external and internal customersEnsure the Service operations teams fulfill their duties at the required level for all of our standard ITIL based processes (case, incident, request, problem and event management plus all the supporting processes that underpin them.)Work with the wider Unified Support and GCS organizations to improve common processes and documentation to drive continuous improvement in team performance and in overall service deliveryWork with all relevant internal suppliers on a regular and ongoing basis to ensure they deliver all required services as the required service levels to underpin the services delivery by the Service Operations team.Work with all relevant internal customers on a regular and ongoing basis to ensure the Service Operations teams deliver all required services at the required service levels to underpin the internal customers services.Work with the Unified Support leadership team to define, design, develop and deliver a strategic and operational roadmap to align the output of the organization with the IFS business and GCS business units strategic aims, vision and commitments.Build and maintain relevant industry awareness to enable detailed, factual and relevant conversations can be had with end customers, internal customers and stakeholders using appropriate industry terminology and phrasing. People ManagementLead a global team of senior managers/directors/senior directors, each of whom manages their own functional area and teams which deliver a selection of different and unique services consumed by a wide variety of internal IFS and external stakeholders, including delivery partners and paying customers.Ensure all subordinate teams have clearly defined and achievable personal and organisational goals which align with the wider company goals and are supported and are driven to achieve those own unique and common goalsServe as a leader, manager, mentor, knowledge resource, and escalation point for the service operations leadershipIdentify & organize required training/coaching programs to continually improve and upkeep team performance, for direct reports and their organizationsInitiate and participate in regular organization level meetings to keep employees informed about organizational direction/strategy, business plans, organizational goals/objectives, results, HR/welfare initiatives, etc.Develop and maintain a collaborative culture between the different functions in the team and the wider Unified Support organization