VP Operations IT Services

This role offers the opportunity to drive and lead on all operational delivery for the customers of the Advanced ITO (Managed Services) division. The division has been on a strong journey of growth over the past 4 year, achieving 10% year on year growth.  This new role is created to raise the bar in operational service delivery and ensure our services are delivered are exemplary in the market.  You will join the operational board of the division managing and developing capability for our customers across the key practice areas of areas of SIAM, Security, Modern Workplace and Public/Hybrid Cloud. Our thematic goal is Customer Obsession underpinned by core values of Operational Excellence, Do the Right Thing and Execute at Pace.  You will be an evangelist for Customer Obsession and a visionary in the evolution of the services market. 

• Leadership of Managed Service Operational Function including Security Operations, Service Delivery Management, ITIL, Resolver functions, Customer Squads, Service Desk, Customer Technical Support engineering.  

• Build Customer Obsessed mindset that focuses on Customer advocacy.  

• Develop and execute on operational strategy focusing on Trust and Ingenuity.  

• Own and manage of operational P&L, managing operational cost base including headcount, capex, third party cost and managing recurring revenue. 

• Active Customer engagement and relationship management at C-Level.

You will:  

• Lead a new consolidated function including Security Operations, Service Delivery Management, ITIL, Resolver functions, Customer Squads, Service Desk, Customer Technical Support engineering. Focusing on the delivery of outstanding service to our customers.  

• Engage with customers to ensure service delivery commitments and customer contractual obligations are met and exceeded.   

• Have full operational P&L accountability for the function managing against operational margin including people and costs.  

• Work closely across all functions of the division to ensure the delivery of exceptional customer experience, coordinating with Project management office, Service Transition, Practice Leaders and Sales.  

• Play an active role in Customers engagements at bid stage contributing to and supporting the Sales effort to ensuring the right outcomes for the customer and Advanced.  

• Establish continuous improvement program for the function adopting leading ITIL and operational management practices to ensure secure, resilient, responsive and customer centric service delivery. Identifying areas where automation or shift-left practices can improve efficiency and resilience.   

• Establish service governance teams to ensure operational teams comply with the delivery of contracted services, ensuring internal and external SLA’s and KPIs are met or exceeded. Establish a resilient, 24*7, approach for all services. 
• Recruit and develop talent in line with strategy towards an automation first delivery model adopting new technology trends and service practices into the operation.   

• Strong communication skills with demonstrated ability to inspire and develop forward think culture. 

• A demonstrated retrospective approach to service improvement and enhancement.   

• Track record of establishing a new service function, defining the vision and directing leadership to realise the vision and deliver efficiently.  

• Proven leadership experience in Senior Operational roles in a Managed Service, Outsourcer setting.  

• Proven track recording in delivering service and technical automation strategies.  

We would like you to have: 

• Proven leadership experience in Senior Operational roles in a Managed Service, Outsource or service provider.  

• Experience in customer engagements during bid process.   

• Experience in contract onboarding including People, Technical platform and process,  

• Experience of service delivery at scale covering multiple data centres, large service portfolios and diverse external customer base. 

• ITIL and professional service operations experience. Preferably from a service provider background. With experience of managing delivery with customer contractual boundaries.  

• Track record of establishing a new service function, defining the vision and directing a leadership to realise the vision and deliver efficiently.  

• Experience establishing robust operational governance mechanisms including SOC, NOC, service accountability and change management. 

• Experience of transitioning from hosted service provision to public and private cloud delivery. 

• Demonstrate a driven and fearless approach to change – having the ability to design and lead a function that aligns with the priorities and goals of the wider business 

• Effective stakeholder management and ability to influence stakeholders to drive change at executive and operational levels.  

• Relevant experience of operating at senior level of IT leadership with responsibility for budgetary controls and forecasts. Including management of data centre hosting, third party software licensing and subscription services. 

• Ability to create and continuously improve processes and procedures to meet business needs and contractual obligations. 

• Proven management responsibility and delegation techniques of teams inclusive of coaching and development across multi-diverse functions, including but not limited to multi-supplier and cross functional service capabilities 
• Experienced in managing risks, issues, dependencies and communicating these clearly within a formal governance regime. 

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger