Location
Walsall
Department
Technology
Advertising Salary
Competitive Salary
Vacancy Type
Secondment

About The Role

We are now recruiting for an Operations Solution Support Manager to join us in either Bristol, Bescot or Stretford on a secondment only basis. While this role is usually office based, our teams are currently working from home until early 2022, we will then be moving to a hybrid working model with the opportunity to work from home twice per week.

As a Solutions Support Manager your role will be to manage the support and configuration of RAC’s operational control systems as part of the Operational Solutions Group, the Operational Solutions Support Manager will respond to day-to-day operational requirements as well as contributing to longer term programmes of work. You can expect to be supporting and liaising with our Test teams and multiple Stakeholders across the Operation to ensure system incidents are being passed to the correct team within the agreed SLA’s and follow up on each case to track progress and outcomes. There will also be configuration work for you to work on such as updating our roadside Patrol personal details whilst maintaining all records. This is a fantastic role for someone who has previous change coordination experience and enjoys working in a fast-paced environment.

Role Purpose

  • Triage incoming live incidents via Service Now and resolve at first contact where possible or assign to appropriate resolver team within OSG or the wider Technology division.
  • Provide all change co-ordination activity for OSG, including hosting walk-through calls, and collating all necessary documentation required to raise a CR and manage it through approval to completion.
  • Ensure a timely response to general enquiries by maintaining a shared mailbox rota and/or allocating queries to the appropriate OSG team member for action.
  • Produce solutions using Customer Rules Engine and other tools to agree timescales and signed-off designs in order to implement change opportunities identified by the Operational Change group and wider RAC organisation.
  • Action system configuration changes required of tactical and strategic initiatives to ensure that operational systems are fully aligned with operational requirements.
  • Keep accurate and up-to-date records of all system changes to ensure that the Operational Architecture repository contains a detailed picture of the current system configuration.
  • Produce and maintain style and content guidelines for tRACtion content to ensure consistent presentation of accurate, useful and relevant information to operational colleagues at all times.
  • Publish new and updated tRACtion procedures according to operational and new business needs in a timely manner, adhering to the style and content guidelines.
  • Monitor, edit, and provide feedback on changes made to tRACtion by delegated colleagues to ensure that style and content guidelines are maintained across operations.
  • Liaise with colleagues in the Test Team to ensure that CRE solutions and configuration changes are fit for purpose and are signed-off for release to production by all relevant stakeholders.
  • Liaise with business stakeholders to understand and document operational requirements, identify opportunities to improve, and to promote best practice and maximise efficient use of systems and platforms across the organisation.

Qualifications

The ideal candidate for this role will have extensive knowledge of how an Operation or Contact Centre operates, within a deployment or resource planning environment ideally. This role requires the successful candidate to have strong problem solving and presentation skills as well as strong verbal and written communication as you will be dealing with multiple stakeholders across the Operation to get to the root cause of the system issue, if you have an IT qualification (ITIL foundation) or equivalent experience that would be preferred. We are looking for someone who has Change Coordination experience and is able to work within a fast-paced environment. An eye for detail is a must for this role as you will be responsible for updating and amending our amazing team of Roadside Patrol’s personal detail.

We know that sometimes when reading through a job advert, you can be put off applying if you don’t meet all of the criteria or feel you don’t have enough experience. If this role looks appealing to you and you are looking to join a fast paced team, apply now!

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