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Location

Barrow In Furness, Cumbria | United Kingdom

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Job description

We are Global IT Recruitment specialist that provides support to the clients across UK, Europe and Australia. We have an excellent job opportunity for you.

Job Title: Service Transformation and Orchestration (STO)/ESM Operational Lead (Need Active SC)

Duration: 6 months

Location: Barrow based, 2-3 days onsite

Job Description:

Description:
Manages people and/or services delivered from an account(s) via Group Operation Leader and SDMs to the client, ensuring the services are provided to an appropriate quality to meet contractual obligations.

Accountabilities:
Coordinates delivery of RUN Services as per set standards of account.
Maintaining the contribution margin targets of the account by identification and execution of efficiency initiatives
As a respected and trusted advisor, supports the Towers in deploying standards within accounts, ensuring best value for money for our accounts and clients;
Meet the defined SLA/OLA's;
Thorough understanding of all contractual obligations and ensures they are met.

Resources: Management of direct and rolled up team members including workforce planning, attrition and talent management Improve employee satisfaction across Account or Region

General Responsibilities:
Ensure compliance of following within assigned set of accounts
o SLA & contractual obligations, Quality metrics, CSAT, Productivity targets, Automation targets
Manage all services to clients according to committed service levels.
Coordinate and support standardized processes, procedures, and tools for all delivery towers;
Deployment of projects to drive sustainable cost savings while maintaining and/or improving service quality
Demonstrable support and execution of Global Efficiency initiatives
Interface with delivery team and SDMs in support of day-to-day operations
Manage the allocation of delivery resources to key organizational priorities in support of existing clients, continuous improvements, and growth opportunities
Drive Improvement initiatives with measurable benefits
Ensuring that a culture of improvement, learning and productivity is in place across their team
Work closely with the Account Delivery leadership Training of Account operational resources in line with client and engagement requirements

Competencies:
Strong financial acumen, including ability to develop and evaluate business cases and potential sales channels
Client connect and strong stakeholder management
Focus on quality of service delivery
Ability to multi-task and prioritize efforts in a dynamic environment
People management skills
Awareness of technology and how to leverage same

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Salary