IT Operations Manager
Hammersmith, England, United Kingdom
About us
Nexfibre is a £4.5 billion joint venture between Infravia Capital Partners, Liberty Global and Telefónica. It has been formed to deliver ultra-fast full fibre broadband to up to 7 million homes across the UK!
Together with our commercial partner Virgin Media O2, we will create the first national scale competitor to BT Openreach and will provide consumers and businesses with better innovation and choice.
We operate a wholesale business model; our customers are broadband ISPs and B2B resellers and customers.
Nexfibre is an equal opportunity employer. We are committed to creating an inclusive and diverse environment for our people. We will ensure that individuals with disabilities are provided reasonable accommodation or adjustments to participate in the job application or interview process. We want a workforce that represents every part of our society and are eager to hear from candidates of all backgrounds.
We are:
Open: Collaborative & Curious
Fast: Driven & Pragmatic
Simple: Authentic & Adaptable
Job purpose
Responsible for leading the day to day operational relationship across nexfibre’s partners and customers. You will be key to ensuring Nexfibre is consulted and informed on key events related to its IT systems and services. You will be customer focused, ensuring that our partners are driven to deliver a fast, reliable broadband service to our customers end consumers.
This role has operational oversight of key internal IT systems and services, and externally provided systems and services delivered through our partners, ensuring these are readily available and functioning.
In this role you will:
You will be responsible for the operations and performance of our IT systems and services, working with our service provider(s), partners and customers.
Take responsiblility for the development and maintenance of our Service Operations processes and work colleagues to ensure contractual obligations (SLA, KPI, etc) can be operationally monitored via systems and data.
Planned & unplanned (emergency) change
Configuration management of systems;
Incident and Problem Management;
Collaborating with our internal partner management team, you will need to ensure that network related events are understood and IT impacts are identified and managed appropriately.
Be customer focussed and think systemically with an ability to translate network or IT impacts into customer and business focused impact and language.
Own and provide leadership and direction on behalf of nexfibre during Disaster Recovery, Business Continuity and other significant incidents.
Ensure that operational partners issue timely, accurate and appropriate communications to customers and where appropriate end consumers as appropriate.
Ensuring our partners produce clearly written Post Incident reporting within agreed SLAs, assisting with Problem Management initiated review sessions where required.
As we introduce new technology, partners and customers, you will take a lead in both producing (where appropriate) and ensuring that other third parties deliver:
Operational Service designs (produced and maintained);
Transition plans for new services and partners to be on-boarded or transitioned from delivery into operations.
You will work with project teams advising where appropriate on any operational constraints and requirements are factored into delivery plans (e.g. onboarding / integration of partners is not done during a stability (change freeze) window).
Ensure operational dashboards are available and maintained, providing appropriate operational insight to teams and stakeholders.
Where required, you will have the capability to handle projects from scoping, budget and provide clear, simple and transparent reporting through to outcome.
KNOWLEDGE & EXPERIENCE
Extensive experience in an Operations management role working within the telecoms industry (operator or managed service).
Deep knowledge and understanding of Operational frameworks, ITIL, ITSM, ISO27001, etc.
Strong analytical capabilities, highly organised and excellent team, and relationship management skills.
Demonstrable ability to engage and communicate with senior stakeholders and support teams across any number of internal & external organisations.
Advanced knowledge of ITIL software tools (Change, Config Management, Service Management, Incident & Problem Management, etc)
Experience of Service Design in IT and Network technologies e.g. the management of Network, IT corporate services, BSS utilising OSS capabilities to achieve effective end to end Service Management Design.
Consistent track record in defining services to run, operate and change a combination of on premise (private), hybrid and public cloud-based solutions.
Relevant experience of RFQ, RFP evaluation and contract definition in Service Management.
Experience of managing complex operational environments with multiple interdependencies across internal and external matrix organisation
Experience of leading and managing projects from concept & initiation through to launch
Strong relationship building, collaboration and influencing skills.
Flexible and tenacious approach to work.