Head of Operations

Key Responsibilities

What does the average day look like? Your core duties will include (but are not limited to):

Strategic vision and support – Met Business Scope of Services

Develop and implement a strategic vision for the technical service and operations team in alignment with the new Met for London priorities:

• Understands the MPS priorities through extensive collaboration.
• Provides support regarding monitoring and improving Key Performance Indicators (KPIs), evaluating service performance and operational efficiency.
• Plans and manages team resources to meet current and future operational demands.
• Analyses customer feedback to understand the pain points and frustrations to drive out improved solutions that gain the right outcomes.
• Leads, motivates and mentors the technical leads within Service and Operations, ensuring that regular 121’s are efficient and effective.
• Acts as a key point of escalation for complex technical issues or disputes.
• Fosters a culture of collaboration, innovation, and accountability.
• Drives continuous improvement in technical solutions that supports New Met for London priorities.
• Oversees daily operations to ensure service levels are met or exceeded.
• Supports the Portfolio, Service and Release Management Leads regarding implementation of processes, tools, and technologies to optimise service delivery.
• Ensures compliance with industry standards, regulations, and company policies.
• Maintains a technology landscape that provides the right, customer-centric services and products to meet the needs of the MPS, aligning to the New Met for London strategies.

Provide Operational Excellence

Develop, implement and cultivate IT frameworks, policies and procedures for efficient operations:

• Identifies and adopts industry best practices and technology.
• Drives operational performance, including cost control, resource optimisation and productivity improvements.
• Ensures business continuity through risk management and contingency planning.
• Oversees the delivery of services to ensure they meet established standards and KPIs.
• Monitors customer feedback and resolves service issues promptly to maintain high satisfaction levels.
• Innovates and optimises service delivery processes to enhance quality and reduce costs.
• Improves current and future service-level agreements (SLAs), always ensuring compliance.
• Builds and maintains strong relationships with colleagues and suppliers to support the multi-partnership approach to identifying and delivering innovative solutions
• Supports the test lead with planning and provisioning to ensure that environments are ‘fit for purpose’ as per IT framework expectations.
• Oversees daily operations to ensure service levels are met or exceeded.
• Maintains high levels of customer satisfaction and drives continuous improvements via the grass roots of the team.

Leadership of the Service & Operations Teams

Lead and motivate the service and operations team to drive a culture of continuous improvement that delivers service excellence and value for money;

• Creates an environment where trust and open communication is encouraged, giving everyone a voice to be creative and work as a single cohesive team.
• Provides guidance, support and mentoring to their teams; including career development and ensuring professional accreditation for key positions.
• Fosters a culture of high-performance, innovation and continuous service improvement embracing MBS, MPS and Met values,
• Drives initiatives that improve service delivery, operational efficiency, and customer satisfaction.
• Collaborates with the senior leadership team to define service and operational priorities.
• Leads, mentors, and manages the team leads to foster a culture of excellence and accountability.
• Demonstrates a flexible and adaptable approach to managing change and ambiguity, ensuring this culture is driven throughout their teams.
• Sets team goals and monitors performance through structured feedback and appraisals.
• Ensures that the team are set up for success by implementing best practices, continuously improving the current landscape and future proofing changes where applicable.
• Ability to present complex technical concepts in a clear, customer-friendly manner.

Supplier Management

• Oversee the management of partners, both internal and external, supporting the delivery of operational and service excellence.
• Agree clear ways of working and set out expectations with all suppliers from the outset.
• Build strong relationships with suppliers to support the multi-partnership approach to managing our technical products and services that we provide our users.
• Promptly address risks/issues affecting successful and commercial binding outcomes.
• Ensure supplier deliverables are executed on time and to the right quality, and address failures proactively using the appropriate channels.
• Drive customer satisfaction with suppliers by ensuring timely and effective resolution of any issues that may arise.
• Gather customer feedback and translate insights into actionable improvements.
• Drives test environment uptime and availability with suppliers by reducing average resolution time for environment related issues.

Qualification & Requirements

Experience

• 8+ years of experience in Technical Service and Operations, with at least 3 years in a senior leadership role and managing teams.
• Proven track record of driving operational improvements and delivering results.
• Detailed knowledge of Oracle ERP Cloud technology supporting back office services.
• Experience of managing a team of individuals providing clear direction, support and resolution.
• Experience in shaping Operation strategies, accepting new capabilities and managing the day to day run of the mill across the various teams that underpin the Operations team.
• Experience in creating technology strategies and roadmaps aligned to business strategies.
• Strong business transformation skills encompassing people, processes, and systems
• Ability to identify dependencies, assess risks and put effective risk mitigation plans in place
• Ability to build strong networks and relationships across the organisation
• Practical knowledge of core end to end services covering Commercial, Finance and HR scope of services
• Knowledge of public sector shared services and the challenges they face
• A strong understanding of Test Environment and Release Management.
• Certification in ITIL, Six Sigma, or similar frameworks is a plus.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, or a related field (Master’s preferred).
• Required Languages: English

Benefits

No information available.