Service Operations Lead

Job Description

At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

The Service Operations Lead will be primarily responsible for the delivery of the Incident and Problem Management processes, working with key internal and external stakeholders. They will ensure that all day to day Operational activities are executed to ensure Incidents and Problems are investigated and resolved within SLA, and manage business communications, ensuring successful service delivery across multiple BDUK programs of work.

The position can be located in either Bristol, or Milton Keynes and will require occasional travel to other sites in support of multiple programs of work. 
The geographical separation will include regular travelling between Bristol and Milton Keynes, to attend meetings and lead the team consisting of Incident Management, Problem Management, and IT Operations Centre Analysts.
The Service Operations Lead will be expected to inspire and motivate the team and provide direction across the multiple programs of work.  This will require a strong personality, capable of staying calm under pressure and working to tight deadlines to minimize disruption resulting from IT Incidents.

Responsibilities:

• Acts as the Team Lead for Incident Management, Problem Management and the IT Operations Centre with responsibility for the day to day leadership of this team.
• Acts as the Single Point of Contact for all Service Operations resource requirements, engaging with the management team to ensure appropriate resourcing levels are maintained at all times to manage and maintain the Operational processes. 
• Together with the Service Operations Manager, define and deliver on the strategy and improvement initiatives required within the Services.
• Conducts ongoing maturity assessments of the Service Operations processes. 
• Adapts departmental plans and priorities to address operational challenges
• Represent the Service Operation processes in management and customer forums.
• Ensure that customer and internal stakeholders are kept informed of Service Operations updates, in accordance with Communications guiding principles.
• Provides resolution to a diverse range of complex problems using data and analysis
• Resolve issues of contention and conflict
• Bring together and work with a team of people with varied backgrounds and often differing objectives and priorities.
• Support the Service Operations Manager in delivery of Operational processes.

Desired education and experience:

• Knowledge and experience of ITSM best practice – preferably having worked across multiple ITSM disciplines.
• Knowledge and experience of current ITSM toolset MicroFocus Service Management Automation X (SMA-X)
• Experience and understanding of stakeholder structure
• Implementing new processes to underpin new and existing programs of work.
• ITIL V3 Foundation
• ITIL V3 Intermediate – Service Operations or V4 Managing Professional
• Project Management Methodology knowledge

Other:

• Must be willing and eligible to undergo SC level clearance

Key skills & competencies include;

• Proficient Service Management processes & Systems Integration
• Self-presence and strength of character to own and lead Incident Management bridges, directing investigative and resolution activities.
• Leadership
• Ownership
• Interpersonal skills
• Empathy with customers
• Communications (written & verbal)
• Technical (proactive & reactive)
• Good analytical skills
• Root cause analysis

All information provided will be checked and may be verified.

Important information regarding this requisition: This position does not have sponsorship approval. This requisition is for a locally hired position in the UK. Candidates must have current legal authorisation to work immediately in the United Kingdom. Boeing will not attempt to obtain Immigration and labour sponsorship for any applicants. Benefits and pay are determined at the local level and are not part of Boeing U.S. based payroll.

PLEASE NOTE: The successful candidate will be expected to undergo a SECURITY CHECK/CLEARANCE

Equal Opportunity Employer:

Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

Experience Level
Individual Contributor
Contingent Upon Program Award
No, this position is not contingent upon program award

Schedule
Full time