Head of Operations Service Introduction - London, United Kingdom - Inmarsat

Inmarsat

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company Description

Inmarsat has been at the forefront of global mobile satellite communications for over forty years, and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 15 geostationary satellites.

Inmarsat is a privately owned company with a profitable track record and significant growth aspirations.

This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business.

With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.

Chief Operations Office

Inmarsat's Chief Operations Office (COO) plays a vital role managing the services that keep our business running and delivering to our customers.

COO consists of 9 functions including:
Satellite Operations, Network Operations, Service Assurance, Service Delivery Aviation and Customer Assurance, Service Delivery and Supply Chain, Project Management Office, Global Cyber Security and Group IT

Job Description:

Primary role purpose:

In this role you'll provide leadership of the Operational Service Introduction function as well as development of the strategic direction.

Operational Service Introduction is responsible for engagement on behalf of COO with the tier 3 stakeholders throughout the full gated process from gate 0 to handover of the service to operations gate 4.

Resulting in the delivery of a supportable and scalable service, for readiness of the Customer Assurance and Service Delivery organization to operate new services, changes to services and end of life of services.

And ultimately support the Customer Assurance and Service Delivery teams to deliver growth, enable ease of doing business with Inmarsat and increase customer satisfaction.

In order to support the evolution of the Operational Service Introduction team within the COO, you will provide managerial guidance and senior level thinking for team members in development of project management planning, business cases, key skills development and change programmes.

Build the strategic link and overview of all activities within the team, ensuring that the business is ready and willing to adopt the new services and changes to in-life services as proposed, whilst challenging and guiding CPM, CTO and COO business leaders on supportability, scalability, customer experience and cost to serve of new products that Inmarsat wants to bring to market.

Exceptional people skills are essential to the success of this role to maintain the highest possible level of performance and quality.

Being adept at motivating, coaching and leading the staff to meet individual and team goals, along with a passionate about retaining customers and growing people, continuously seeking ways to improve processes and policies and will not be afraid to challenge the status quo.

Key Responsibilities:

Overall responsibility for the Operational Service Introduction team.
Development and implementation of the vision and strategy for the Operational Service Introduction, that sets a standard for effective and efficient service introductions throughout the concept to retire cycle.
Provides data and information in support of streamlining processes and procedures, while continuously reviewing the ongoing needs of the business and aligning strategy.
People manage a team of experts in challenging, developing and deploying improvement initiatives for the advancement of the service delivery and customer support functions
Develop and agree with senior management of both Business Units as well as central functions on Customer Support & Service Delivery models that align with the ongoing needs of the business, improved Customer Experience and lower cost to serve.
Collaborate in the development of new services to ensure they can be supported to the highest possible standard, when and as required.
Coordinate and effectively manage the initiative portfolio, ensuring that priorities are achievable and risk are mitigated in an timely manner, alerting Senior Leader to significant issues and risks.
Support implementation activities, ensuring that the analytical foundation and tactical implementation are robust and effective
Provide senior stakeholder management to ensure that a focus is provided to enhance and protect the Customer experience through effective colleague engagement, process design and knowledge management
To ensure that relationships with other Business Units and Business Functions are effectively managed, protecting the delivery of activity via SLA management
Trouble shooting and risk profiling of all project activity within the Operational Service Introduction team, engaging with stakeholders in mitigation risk and solving road blocks