Job Details

Operations Manager Regional Service Desk UK/IE


Location: Liverpool

Technology & Innovation

Job Title: Service Desk Operations Manager

Location: Liverpool
Salary: £45,000 - £50,000

The Operations Manager will be responsible for two support teams which manage IT incident responses for both Virgin Media’s customers and staff.

So why Virgin Media?
After becoming the UK’s first "quad-play" media company we are now in the process of delivering the biggest investment in the UK’s digital infrastructure for over a decade, with a £3billion programme to extend our ultrafast broadband network and brilliant Virgin TV to millions homes and businesses.

Our Technology and Innovation function really is the force behind Virgin Media. Without these super people we wouldn’t have the latest technology in place to constantly challenge our competitors and continue taking the UK market by storm.

Working in our Technology and Innovation function is very unique. We work collaboratively with Liberty Global in a PAN European Delivery Function, meaning our opportunities are now more exciting than ever! We are now proud to be part of the world’s largest broadband communications company and continue to delight our customers in true Virgin style!

What is the job?
The Operations Manager will look after 2 teams, with 4 direct reports (and a total of circa. 45 employees), ensuring that the Managed Service Providers deliver their services within SLA and the teams support that delivery.

You will act on defined targets and functions as a level of escalation between the local Liberty Global organisation and the relevant service provider.

The Major Incident team ensures that we respond quickly to any significant problems, ensuring that our staff and customers don’t suffer any more than is necessary. The other team manage day-to-day IT issues are resolved in a timely manner.

This role therefore is critical in leading the strategic objectives of this team, the technologies they use and also working cross functionally across Care, Field, Networks, Business, Mobile and Engineering to ensure we are driving strategic improvement programmes to ensure our detection and accuracy is continually improving and thus our cost base is being optimised and our customers experience continually improves.

This role is required to work at a senior level across every section in operations to drive improvements

Are you right for the role?
The Operations Manager will have the following experience:

- Educated to degree level or alternate appropriate industry experience.

- Demonstrable experience of working in a large complex operational environment managing cross-functional teams.

- Proven experience engaging effectively with executive and senior level management.

- Extensive experience in an operational management role

- Record of leadership and operational delivery in a telecommunication environment

- Good people management skills including communication, negotiation and conflict resolution

- Has the ability to effectively communicate at all levels, translating complex technical language into high level executive narrative.

- Proven experience of managing operational and technical teams.

- Proven previous experience of working within a Shift based team, and an understanding of the key skills

- Ability to drive improvement programs across diverse and complex environments.

- Strong record of people management (direct or indirect) including communication, negotiation and conflict resolution skills

- Proven ability to establish and maintain effective internal and external working partnerships at all levels through a collaborative approach.

- Demonstrate strong influencing and persuading skills, encourage colleagues and teams to change established processes and achieve improvements and best practice.

What we’ll provide for you:

This is an excellent opportunity to develop your skills in to the latest technologies and create leading products, services and support systems to us integrate with Liberty Global and continue both companies success.

As well as this as a package we are offering:

Salary: Upto £50.000 (depending on experience)

Bonus: Up to 15%
Pension: Up to 20% (matched up to 10% employee, 10% employer)
Holiday: 25 days (plus your birthday and bank holidays on top!)

Other: Private Medical, Life Assurance, Dental, ability to buy/sell holiday and many more discounts across the Virgin Group.

What to do now?
If this sound like a great next step in your career then click apply to send through your profile or e-mail your [1] for more information.

Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you. We’re a great place to work - and we offer impressive benefits too. Get ready for a family friendly & flexible working environment where you’ll receive a generous holiday allowance, contributory pension and, of course, discounts on our fantastic mobile, broadband and cable.

We are proud to work with Everywoman to champion the advancement of women in business, and through our partnership with Scope to help one million disabled people get into and stay in work by the end of 2020. We strive to build a diverse and sustainable workforce where gender balance and parity are integral features of our workplace, and where disabled candidates and employees can confidently perform to their full potential through our Work with Me adjustment process. If you are thinking about applying for a job with us and have a condition or impairment that could impact your performance we’ll be happy to work with you to explore adjustment options.


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