Job details

Operations Manager (Inside IR35)

We are looking for an Operations Manager who will be responsible for managing operations across the Service Operations Centre within the COO function of Test & Trace.

The team is tasked with providing first line support to identify and escalate incidents that are reported from across the service

Leading the team, you will develop knowledge of the Test & Trace end to end operations, systems, data flows and stakeholders in order to support the response to queries, issues and incidents that are flagged across the service. The core functions of the team are;

(a) To provide a central view of service incidents and operational health across the organisation

(b) To lead on the management of service incidents across the organisation, providing a single point of ownership organisation-wide

 (c) To co-ordinate Post Incident Reviews with technical and operational stakeholders to improve service resilience and mitigate service risks

(d) To chair regular calls with stakeholders and generate daily status reporting as part of the operational drumbeat

(e) To provide thematic analysis of service incidents to identify trends and patterns for remediation

As we continue through the “growth” phase of the Test & Trace organisation, our ideal candidate is someone who thrives in a fast-paced operational environment, learns quickly and is rigorous in following process. The role requires a self-starter that can hit the ground running, is willing to take ownership of problems and is confident in using judgement to escalate issues where needed. You will be required to work at pace and engage with a wide variety of stakeholders across a complex organisation to support live service across Test & Trace.

Experience within an operational or live service environment is needed - experience of working within an organisation undergoing rapid-growth or transformation is beneficial.

Other Requirements

• Whilst remote working is encouraged where possible, to enable effective team working our expectation is that team members are office based a minimum of 3 days out of 5 per week
• We have adapted our office environment and working practices to ensure that this can take place safely