Position: Operations Manager
Location: Hedge End, Hampshire
Number of Hours: 37.5
Context and purpose:
We develop and operate state of the art digital evidence management solutions for Public Safety agencies.
We are currently expanding our portfolio with cloud provisioned Software as a Service solutions. This role is an exciting opportunity to expand cloud services into a rapidly emerging market for managing digital evidence.
NOTE – Successful candidates will need to be security checked to UK police level NPPV3.
Scope:
We are looking for an Operations Manager for our cloud based Evidence Management service. The evidence management service is provided to UK law enforcement agencies (police, crown prosecution service). The Operations Service manager will manage the secure operations team for this service. This team will be responsible for deployment into Azure cloud, and support of the service, working directly with development team, and end user organisations.
You must:
● Be comfortable working as part of a multidisciplinary team.
● Be comfortable working directly with end user customer organisations.
● Be able to communicate effectively, including via phone, email, instant message and video conferencing tools.
Responsibilities:
You will be responsible for:
• Manage the 24x7x365 support process in collaboration with existing NICE customer support teams, including taking escalation calls from customers out of hours and assisting in services work out of hours.
• Assist sales teams with definition of the 'Statement of Work’ (SOW) for customer on boarding.
• Plan and manage the work of the secure operations team including regular operational activities and customer on boarding.
• Ensure quality and security audits are conducted and develop action plans based on findings.
• Monitor and effectively manage the performance of suppliers and third party services.
• Develop appropriate, methods and procedures for deployment and support processes.
• Working with the service product managers to plan for the impact of new services and upgrades.
• Provide leadership to a Support and Devops team engendering an environment where talent is encouraged and developed.
• Liaise with Development Managers regarding deployment and support methods and requirements.
Knowledge and experience:
Must have
• Knowledge of cloud deployed systems, e.g. Microsoft Azure
• Experience deploying and maintaining cloud-hosted systems using automation tools.
• Experience of working with secure systems for UK government and ISO 27001
• Proven track record of project managing or team leading technical teams
• Experience of people-management
• Knowledge of Windows server and client technology
• Experience in documenting Technical Systems/ process
• Efficient, effective and respectful communication skills both with customers and within internal departments. Including;
o Excellent written and spoken English
o Good listener, able to identify and validate assumptions
o Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it
o Focused and calm under pressure
Nice to have
● Service Management alongside DevOps experience and qualifications as appropriate
● Experience of working in an Agile environment
