| Location: |
London, United Kingdom |
| Company: |
Subscription Required |
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The Regional Services Operations Manager (RSOM), reporting directly to the Global Services Operations Manager in US, will be accountable for the regional provision of a global service that is fit-for-purpose in ISTs high pressure trading environment. This will include transparency of reporting to ITSMs, clear communication channels, and a focus on six sigma based continuous process improvement in all delivery areas. Performance contracts items are likely to include targets for ticket age, response time, problem resolution, reporting and minimisation of outliers in tickets closure.
Key accountabilities
- Accountable for day-to-day service delivery (SLAs, metrics, performance)
- Responsible for performance reporting
- Accountable for Continuous Improvement delivery
- Responsible for operational compliance (MRL etc)
- Responsible for global process standardisation and alignment
- Budget holder for the regional operation
- HR and planning for staff
- Relationship management with GOI SIMs, ITSMs and key stakeholders
- Responsible for vendor management of various third party managed services
- Managing the Services to ensure that all activities are carried out in accordance with the defined processes, central standards and to meet service level targets.
Scope includes:
- Service Desk
- Desktop Support
- Market Data
- SMEs
- MRL Apps Support
- Trader Voice
- Deployment & CI
- In particular, ensuring that incidents, problems and root cause actions are properly managed and resolved – in accordance with the Incident & Problem Management processes
- Communicating effectively with key business users and IT&S IST Managers regarding day-to-day service delivery
- Ensuring that regular reports are produced showing relevant statistics on incident and service request management and made available to senior management and the business where appropriate
- Liaising with the IS&T & ITS managers and the business stakeholders to solicit requirements for improvements to the services provided.
Essential criteria & qualifications
- Proven ability in the management of IT support services in a high availability global environment (i.e. follow-the-sun support)
- Previous experience in IT Operational delivery
- A high level of communication and relationship management skills is essential
- Previous team management/leadership is essential of teams up to 20
- Experience of managing a budget of up to $5m
- ITIL Foundation qualified and experience of ITIL incident management.
- Demonstrated experience in process improvement delivery and methodology
- Experience in defining and monitoring service delivery metrics and SLA’s
- Demand and stakeholder management experience
- Customer Service behaviours, problem solving skills and rigor and detail oriented
- Bachelors degree (IT preferred)
Competencies:
(Levels range from 1 to 5. They are: 1 = Awareness, 2 = Basic Application, 3 = Skilful Application, 4 = Mastery, 5 = Expert)
Technical Skill:
- Change management – level 3
- Configuration management – level 3
- Continuity management – level 2
- Problem management – level 3
- Project management – level 2
- Service desk & incident management – level 3
- Service level management – level 3
- Supplier relationship management – Level 2
Technical Environment:
- Process and governance framework – level 3
- Existing product & technology skills - level 2
- Consultancy – level 3
- Delivery lifecycle – level 3
Behavioural Skill:
- Working with autonomy – level 2
- Being influential – level 2
- Managing & developing self & others – level 2
- Dealing with complexity - level 2
- Managing change – level 2
Desirable criteria & qualifications
- Experience in delivery of IT Services within a trading floor environment desired
- Demonstration of a good working knowledge of the organisation’s policy framework, technical environment, management structure and procedures for service delivery would be advantageous
- Knowledge of the IST business and systems would be advantageous
- Previous experience of team performance management is desirable
- Previous experience of leading through change is desirable
- ITIL Manager / Practitioner qualification.
- Understanding of process improvement methodology (6 Sigma) advantageous
Travel required
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