Are you an Operations Manager seeking a challenging role in a dynamic and growing business? Look no further! Convergence Group, a leading provider of networking solutions for the UK’s top organisations have an opening for an Operations Manager to focus on enhancing our service delivery and maximising customer value through continuous improvement initiatives.

RESPONSIBILITIES OF OUR OPERATIONS MANAGER:

• Customer Excellence: Collaborate with the Director of Customer Experience and Service Delivery Managers to identify and resolve service issues, and ensure customer service quality is monitored and reported.
• Team Coordination and Prioritisation:  Deputise for the Director of Engineering Operations, manage priorities, develop improvement roadmaps with cross-team benefits, and make informed decisions to determine the best possible approach forward at that time. Willing to be a part of our out of hours duty manager rota.
• Process Improvement (Right First Time - RFT): Define clear standards for Engineering Operations, enhance the Engineering Skills Matrix with industry-leading processes and automation, report on projects, and lead process improvement sessions.
• Lean Operations: Reduce Cost To Serve (CTS) by minimising repetition and manual tasks, improve personnel productivity and utilisation, and decrease Mean Time To Resolve (MTTR) and Mean Time To Deliver (MTTD) for products and services.
• Escalation and Incident Management: Act as an escalation point for unresolved issues, find efficient solutions with Engineering Operations Management, and train as a Duty Manager to support during Major Service Outages (MSO).

THE SKILLS AND KNOWLEDGE YOU NEED TO MAKE AN IMPACT:

• 5+ years of operational leadership experience in technical or engineering fields, preferably Telecoms or Engineering.
• Proficiency in mapping “as is” and “to be” processes and managing transition activities.
• Experiece of delivering change and improvement without compromising BAU.
• Strong understanding of operational team dynamics and support needs.
• Excellent decision-making and stakeholder management skills.
• Exceptional verbal and written communication skills.
• Experience of PRINCE2, AgilePM or APMG Change Management.
• Strong organisational and multitasking abilities.
• Commitment to standardisation and continuous improvement (e.g. Lean Six Sigma).
• Experience in data analysis using tools like MS Office 365, MS Excel, PowerBI, and ServiceNow.

WHAT’S IN IT FOR YOU AS OUR OPERATIONS MANAGER:

• A fantastic base salary of £75-90,000 per annum + car allowance
• 33 days holiday (25+8) with more to come as you grow with us and you can buy more!
• On call allowance
• Robust benefits, including an enhanced pension, Private Medical Insurance, Income Protection & Life Assurance
• Work-life balance, with family friendly leave and pay, and flexibility with core hours and hybrid working
• Plenty of training and career development
• And we're a dog friendly office! 

WHO ARE CONVERGENCE GROUP?

• No Corporate Red Tape: We're a privately-owned company, free from the shackles of corporate bureaucracy. We're not controlled by private equity or external bankers, and debt doesn't dictate our destiny. Our culture is ours to shape, and it's a culture of innovation, not conservatism.
• It's Not What We Do, It's How We Do It: We specialise in complex WAN, LAN, WIFI, and Security solutions, but that's not what sets us apart. It's the way we're doing it that's revolutionary. We're changing the game by taking the pain out of infrastructure management, letting our customers focus on what truly matters.
• Growth: Our business is flourishing, and we're poised for substantial growth. We need exceptional people who understand our customers’ requirements and expectations.

If you're looking for a career in Operations Management that's far from ordinary, we're here to make it happen. Your potential knows no limits, and we can't wait to see you unlock it!  #OperationsManager #ProcessImprovement #Customer Excellence