Head of Operations Service Centre - Staffordshire, United Kingdom - ISS Facility Services

ISS Facility Services
ISS Facility Services
Verified Company
Staffordshire, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

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Business Area: Key Account Network:

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Place of Work: Staffordshire
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Contract Type: Permanent
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Hours: 40
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Context
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We are currently recruiting for a Head of Operations Service Centre to manage, inspire and create a sustainable culture of service excellence within the Operational Service Centre. Executing our strategy and vision of an ever evolving centralised operation that supports customers across all ISS UK segments.
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As the Head of Operations Service Centre you will be committed to providing exceptional customer experiences in line with our value propositions.
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Key Responsibilities
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Availability and capacity management. Define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services
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Change management. Manage service, organisational and supplier change. Requests changes in response to incidents or problems that provide effective control and reduction of risk to performance and availability
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Enterprise collaboration. Builds successful teams through understanding styles and influencing techniques that motivate employees
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Continual service improvement. Identify and explore opportunities for service and business improvement. Ensures that the organisation derives maximum value from services
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Continuity management. Provides service continuity planning and support. Identify information and systems that support critical business processes, and assess the risks to their availability, integrity and confidentiality
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Incident management. Coordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation
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Ownership and initiative. Takes ownership of problems and proactively resolves problems, ensuring that solutions continue to meet business requirements
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Problem management. Understand and identify problems, analysing and helping to identify the appropriate solution. classify and prioritise problems, document their causes and implement remedies
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Service and user focus. Maintain focus on the whole life of service delivery. Understand users and identify who they are and what their needs are, based on evidence
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Professional and personal competencies/qualifications
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5 years minimum experience in comparable role related to centralised service operations
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Degree level or equivalent qualification in relevant vocational area
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Evidences significant knowledge of customer operations (Helpdesk), job management (resource deployment) and operational administration support activities
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Experience of commercial/finance/budget management
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Ability to manage client expectations and deliver customer-focused solutions
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Excellent communication skills, evidence of delivering outstanding customer service
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Must be flexible, adaptable and proactive
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Ability to effectively manage priorities and projects
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Able to build relationships in a professional manner with internal stakeholders
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ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
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Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
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We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
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If you have any further queries regarding this role, please contact the Resourcing Team on
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Please click on the following link for more information on this role:***
ISS is proud to be a diverse and inclusive employer.
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ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background.
*****Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
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