Operations Manager

Location:

Liverpool / Homebased Hybrid

Reporting to:

Chief Delivery Officer 

Background:

The Operations Manager is responsible for supporting all remote monitoring customers and has a strong 
emphasis on delivering a consistent, efficient and high quality to our internal and external customers. 

The Operations manager will establish, maintain, and develop a strong working relationship with assigned 
customers and internal teams. The post-holder will coordinate a number of key processing including the 
management of customer services reports and internal change activity.

As part of this role the Operations Manager provide line management and guidance to more junior members 
of the team.

Duties and Responsibilities:

• Oversight and management of the Docobo customer ServiceDesk.
• Management and delivery of customer service areas such as SLA reports and presentations, issue
  management and planned interventions such as upgrades or patching.
• Oversee the management and reporting of regular checks including but not limited to, MESH and
  MOLES messaging.
• Management of user accounts, roles and question set changes for existing customers/services.
• Establish processes to provide consistently high levels of customer service in a cost-effective
  manner; in conjunction with the Account Executives, develop and manage effective customer
  engagement processes taking on a point of escalation role from Support.
• Incident Management and, with the support of other teams, management of the RCA process to
  ensure service continuity and feedback into the various resolver teams.
• Liaise with other departments to ensure the smooth deployment of upgrades.
• Support the review of changes received and validate the change ready for approval by the CAB
  (Change Administration Board)
• Manage the assessment phase of the change, this will include chasing technical staff on peer
  reviews and sign off as well as arranging urgent E-CAB (Emergency Change Board) as and when
  required.
• After approval of the change coordinate the process of change delivery to live and test sites across
  customers environments, ensuring that appropriate technical resource is available.
• After implementation, evaluate the change handling and close the change, this will include chasing
  customers for approved sign off and ensuring that all cases are closed and in have followed the
  correct workflow.
• Identify opportunities for continuous service improvement (CSI); innovations, recommendations
  that bring efficiencies and value to our clients.
• Ensure internal stakeholders are kept abreast of customer KPIs and site health information with the
  creation of regular accurate and comprehensive reporting
• Provide line management and guidance to the Operations 1st and 2nd Line Support staff and
  Graduates working in that area.
• In addition to the above, the Operations Manager is responsible for any other activities in support
  of the business which can reasonably be expected to fall within the capabilities of the employee.

Skills and Experiences: 

The post holder must have knowledge / experience of:

Mandatory Skills and Experience

The post-holder must have the following skills and experience:

• Strong relationship building, influencing and negotiating skills
• Creative problem solving
• Ability to collaborate with staff at all levels and to work either as part of a team or 
  independently as required by the task at hand
• Good documentation skills
• Strong written & verbal communication and interpersonal skills
• Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
• Excellent customer relationship skills
• Experience of line management
• Experience of supporting and developing more junior staff
• Experience of working within the ITIL framework (or be willing to undergo training)

Desirable Skills and Experience

It is desirable for the post-holder to have the following skills and experience:

• Change and Release Management processes.
• Continuous improvement understanding
• Experience of working in the healthcare sector
• Good working knowledge of JIR

Applications:

Please apply in writing, sending a covering letter & CV to hrrecruitment@graphnethealth.com