Responsibilities

Service Operations Manager is a key role within Internal Tech at Endava, whose primary responsibility is the day-to-day management of technical support delivery teams.

The Service Operations Manager is responsible for the operational quality, compliance, and regulatory standards that need to be met within the technical support delivery and management, which includes managing teams of support engineers against operational KPI’s and ongoing service improvements. 

The Service Operations Manager will work closely with Service Delivery Managers to ensure value is maintained through efficiency and optimization along with the prioritization of effort and coverage of contracted services to the internal customers.

RESPONSIBILITIES

• Lead operations delivery of contracted services to the internal customers
• Act as a point of contact/escalation to support service users and customers reporting issues, requesting information, access, or other services
• Ensure that appropriate actions are taken to handle incidents according to agreed procedures, investigate escalated incidents, and seek resolution. 
• Ensure that appropriate actions are taken to anticipate, investigate and resolve problems in systems and services
• Ensures that appropriate actions are taken for new services or changes to be transitioned into support according to established processes
• Drive continuous improvement of service delivery based on efficiency measurements & KPIs or other initiatives
• Responsible for direct line management duties and proper assignment of own teams, proper on-boarding of new people
• Drive continuous improvement of people’s performance and support their evolution in coordination with Internal Disciplines
• Provide expert advice, leadership, guidance, and best practice from an operational perspective
• Support Service Delivery Managers in their activities toward internal customers

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