Senior Service Acceptance Manager - Nottingham, United Kingdom - Calyx
Description
Job Purpose:
As Senior Service Acceptance Manager, you play a critical role in achieving successful development of new products, updates to existing products along with new deployments and upgrade projects for our clients.
In this role, you will work closely with stakeholders from across the business, provide consultancy for design of service packages, thus ensuring operational plans, knowledge, monitoring, and processes are in place in advance of defininga service as operationally ready for deployment.
Identification, communication, and reporting of risk/issues (RAID) to the business are a fundamental component of this role as these ensure that Business risk is understood, mitigated, or accepted as necessary.
Key Accountabilities:
Accountability Supporting Activities Operational service design
Act as Service operations technical design reviewers, consultant, and approver in front of architecture and engineering
Continuously improve support architectures for reduced operational costs and increased customer satisfaction
Define and escalate concerns associated with Service Designs to Senior Management where necessary
Work with Service Operations management, IT Management, Engineering, Architecture and Operations teams to identify opportunities for continual service optimization and driving these opportunities
Skill Development, embraces and shows leadership qualities in a matrix environment which expands beyond immediate group, works independently as technology leader, advises management on work and technology direction
Works to shape the thinking of the business to lead / extend their use of technology and direction
Operational risk assessment - Identify operational risks, through in-depth technical analysis, in advance of client Go Live ensuring documentation and risk mitigation plans are defined in preparation of production deployment
Demand Forecasting
- Understand support resource requirements and timelines through analysis of service designs
Work collaboratively with Service Operations Management to forecast and agree Service Desk and Technical Support resource demands whilst defining strategies to deliver a complete and seamless service to clients
Through Service Design analysis identify potential future resource demands for Service Desk and Technical Support Lead
Knowledge Transfer
- Ensure appropriate knowledge transfers and articles are identified, produced, and provided to service desk staff to be able to deliver operational service
Business Management
- Prepare, compile and present ad-hoc and periodic Senior Executive and Board level reporting
Own and drive strategic transformation plans for the organizational initiatives, and overall program engagement activities, as well as communications strategy
Help control the department's operational expenses, headcount projections and budgets, efficiency commitments, annual training needs, and plans
Relationship Management
-Identifies the communications and relationship needs of stakeholder groups and translates communications/stakeholder engagement strategies into specific activities and deliverables
Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining, and working to stakeholder engagement strategies and plans.
Leads actions to improve relations and open communications with and between stakeholders.
Skills:
Excellent interpersonal, verbal, and written communication skills
Ability to manage multiple and varied tasks with enthusiasm and prioritize workload whilst maintaining a keen attention to detail
Must have the ability to work methodically in a fast-paced, time-sensitive environment
Builds and maintains a broad and deep knowledge of solutions architecture within the life sciences industry
Ability to define and implement appropriate knowledge, tools, and designs
Ability to identify and implement support process improvements
Process-oriented implementer and supporter of ITIL and Agile approaches
Experience:
Significant experience of technology in regulated environments or relevant technical experience from another domain that is transferable
Understanding of Agile methodologies (preferably Scrum) - Modelling, Process Modelling and/or other design methodologies
Solid Professional experience in the same or very similar role
Expert in the maintenance and support of complex business systems that support a worldwide-distributed user base within a regulated industry environment
Technical project management experience
Education:
Ideally Degree level qualification in addition to practical professional experience in an Service Acceptance role.
Benefits:
In return we will be able to offer you a structured career pathway and development within the role.
Your hard work will be rewarded with a competitive salary and benefits package including 25 days holiday per year, pension scheme, life assurance, long termdisability insurance, a health cash plan, and other leading-edge benefits that you would expect.
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