New job Back Office Manager - UK

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Group: IT Recruiters Subject: Back Office Manager - UK Rachael Manning posted a job: Back Office Manager - UK "Back Office Manager – UK (Technical Support 2nd Line, Core, Transport, ICT, O&M, Operations, ITIL, 3rd Party Relationships, Team Lead, Telecoms Industry, UK, Perm) An experienced Back Office Management Manager is needed for one of our clients, a leading International Telecommunications Company based in the UK, on a permanent basis. You will be based in Reading. Job Description: Based in Basingstoke/Reading/Slough areas and reporting to the Operations Manager you will be responsible for establishing and delivering 2nd line technical support services for Core, Transport & ICT systems to achieve the agreed contract service levels. Key Responsibilities: • Deliver day to day management of the (on call) 2nd line operations function of approximately 10 staff to achieve business objectives. • Plan & support the recruitment of the 2nd line operations staff (including producing job specifications and interviewing/selecting staff). • Support the induction of new staff, validating training plans & assessing team readiness. • Define and implement resource management strategies (development, career planning and succession planning) for all allocated resources. • Maintain a detailed understanding of how 3rd party activities contribute to service performance. • Effectively manage departmental performance against delivery of objectives. • Implement the required processes and procedures for the Back Office technical support team and carry out regular reviews to ensure they are fit for purpose. • Manage the Back Office annual operating budget within business parameters. • Understand customer forecasts and derive plans to ensure suitably skilled resources are made available. • Produce & present regular reports to Customer management. • Drive continuous improvements to the quality and efficiency of delivery. • Maintain & develop professional & open relationships with the customer. Qualifications: • Experience of large and complex ITIL based service management contracts. • Proven expertise managing 2nd line technical support teams across a wide range of technologies. • Experience of working across a complex organisation with an ability to develop forward plans and continuously achieve high performance • Successful in developing and managing relationships at all level organizational levels. • Able to win the trust of customers in challenging and changing circumstances. • Experience of management of third party relationships. • SC preferred. If you are interested, available and have the appropriate skills and experiences for the above position, please forward your updated resume in a word document to Jason sales@manningglobal.com with the following reference LIJV/BOM or call +385 1 638 7404 for further information."

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