Head of Platform Operations - Birmingham, United Kingdom - Advanced

Advanced

Verified Company

Birmingham, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The role will require close collaboration with the key functions within our Operations model which includesProduct Engineering, Customer Support and Managed Services.

The role will require a customer-first mentality with strong influencing skills and ability to communicate both orally and in writing to bring about effective support for the customer internally as well as externally.

What You Will Do

Lead a new consolidated live operations function which will provide all the operations governance, infrastructure management, cloud management and service delivery for the software business covering all markets across private, public, legal, education andhealthcare sectors.
Engage with market facing functions to ensure service delivery commitments and customer contractual obligations are defined during the sales process and then successfully delivered.
Work closely across the Operations organisation peers to ensure the delivery of exceptional customer experience, coordinating with support teams, customer success leads and product engineering.
Drive continuous improvement of the function adopting leading ITIL and cloud practices to ensure secure, resilient, responsive and customer centric service delivery.

Identifying areas where automation or shift-left practices can improve efficiency and resilience,

Establish service governance teams to ensure operational teams comply with the delivery of contracted services, ensuring internal and externalSLA's and KPIs are met or exceeded. Establish a resilient, 24*7, Platform approach for all services.
Run the SOC and NOC servicesto respond in real time to incidents and establish proactive measures to ensure availability.
Drive data centre consolidation programmes to improve resilience and cost efficiencies. Delivering standardised cloud platforms ultimately underpinning all SAAS delivery.
Recruit and develop talent in line with strategy towards a cloud first delivery model adopting new technology trends and service practices.

Build a team that leverages skills and capabilities in India

Take ownership and management of COGS and Opexoperating budgets for headcount, capex and P&L costs.

What You Will Have

ITIL and professional service operations experience. Preferably from a service provider background. With experience of managing delivery with customer contractual boundaries.
Track record of establishing a new service function, defining the vision and directing a leadership to realise the vision and deliver efficiently.
Experience establishing robust operational governance mechanisms including SOC, NOC, service accountability and change management.
Experience of transitioning from hosted service provision to public and private cloud delivery.
Demonstrate a driven and fearless approach to change having the ability to design and lead a function that aligns with the priorities and goals of the wider business
Effective stakeholder management and ability to influence stakeholders to drive change at executive and operational levels

Relevant experience of operating at senior level of IT leadership with responsibility for bu