Head of Support Operations

Head of Support Operations

Department: Ampa Group Services - Chief Information Office - Technology Operations - Technology Operations - 9313

Employment Type: Permanent - Full Time

Location: Birmingham

Reporting To: Michael Ch'ng

Description

Ampa are looking for a highly performant Head of Support Operations to expertly deliver outstanding customer centric support operations to our rapidly maturing multi-brand Top 50 legal business in an evolving landscape.

The successful applicant will be leading and directing support operations across all brands and entities sustaining over 1500 users across two dozen UK locations. Playing a critical role in matrix management of people and processes across the CIO function and extensive 3rd party partners.

This role acts as the primary axis with which 3rd party partners, internal customers and the wider technology leadership coalesce around on a unified well executed support operation. A core aspect of this involves assembly of an effective Transition practice ensuring all services are comprehensive, fit-for-purpose and scalable across the Group.

The Head of Support Operations will work closely with the Head of Customer Experience in maturing best-in-class service provision therefore a deep understanding of recent ITIL framework and operational experience at scale is vital to the success of this role.

This role will require a proactive, adaptable leader with gravitas who exudes confidence in providing command and control across the support landscape. Serving as the figurehead for support operations throughout the Group this role will excel at communication deftly engaging stakeholders and managing expectations.

What you will be doing:

• Adhering to SLA targets ensuring highly functioning support operations.
• Uniting support operations (Incident, Problem & Change) across the Group.
• Enforcing a robust JML process assuring reliable & timely onboarding experience.
• Reviewing Group 3rd party partner contracts and deliver support operation maturity.
• Ensuring comprehensive measurement and reporting of KPI.
• Level up expertise, resolve inefficiencies and integrate new processes.
• Working closely with Customer Experience to provide CSAT insight and response.
• Cultivating, promoting and embedding a fit-for-purpose Transition practice.

Key Accountabilities

• Ensure Support Operation & Transition practice functions adhere to SLA targets.
• Minimise escalations and safeguard the customer experience.
• Ensure effective, timely, informative & proactive communication.
• Drive and evolve support performance across Group 3rd party partners.
• Drive and support implementation of process automation and maturity underpinning a modern fit-for-purpose ITIL framework.
• Measure and provide meaningful insight across the whole support landscape underpinning a culture of continual improvement.
• Management and alignment of the Service Catalogue across the group.
• Provide meticulous governance of support Knowledge management.
• Enforce controls across practice functions ensuring effective engagement.
• Evangelise best practice and mentor a team of dedicated professionals.
• Support the drive for a culture of customer-centricity throughout the organization.
• Collaborate with cross-functional teams in implementing transformational changes.
• Monitor KPI/CSAT Performance to drive improvement initiatives.
• Join the Technology Operations leadership team as a point of escalation for operational management.

What you will need:

• Certified ITIL with commensurate operational experience at senior level.
• Professionally qualified with leading support operations in a multi-entity business.
• Comes from an IT Support/ Support Operations centric background.
• Proven experience in a leadership role within a related field.
• Strong track record of successfully leading and delivering transformational change.

Benefits, Agile Working and Additional information

We embrace agile working and offer a blended approach to where and how we work. We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

We have the following hubs across the UK: Birmingham, Bristol, Leicester, Lincoln, London, Milton Keynes, Nottingham, Solihull, Stratford upon Avon, Sheffield and in the South; Crawley, East Grinstead, Lewes, Brighton, Eastbourne, Seaford, Peacehaven, Storrington, Chichester & Southampton as well as our Scotland office located in Edinburgh.

Additional information
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Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.

Equal opportunities
Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.