Supervisor, Service Operations, IT

Supervisor, Service Operations, IT

CooperVision is one of the world's leading manufacturers of soft contact lenses with a presence in over 100 countries. Being part of CooperVision means helping improve the way people see each day. It's more than making contact lenses, it's about giving lens wearers freedom and confidence to move about their daily lives. We're all about bright futures – for our people and those who wear our contact lenses.

Job summary – What to expect:

As the IT Operations Supervisor for EMEA in our Global IT Services team, you will manage day-to-day operations of the regional Service Desk, including processes and procedures, scheduling, escalations, and reporting, while ensuring the IT Operations function provides the best possible service to their customers and that staff and resources are allocated appropriately.

Your responsibilities will include:

• Acting as the first point of management escalation for areas of responsibility.
• Collaborating and partnering with other IT resolution groups to resolve incidents, fulfilling requests and diagnosing problems to meet defined service levels.
• Analysis of performance of team activities and documenting resolutions, identifying problem areas- and devising and delivering solutions to enhance quality of service and to prevent future problems.
• Providing timely and concise summaries of work status to the IT Operations Manager.
• Creating and utilizing information reports to enable real-time visibility and trending of operational performance and adherence to service levels.
• Supporting the Critical Incident Management process, and when required undertaking Critical Incident Manager role.
• Contributing to the delivery of IT projects per assignment. While acting as the project lead for IT Operations, collaborating and communicating with cross-functional project team members to deliver objectives.
• Ensuring individual and team KPI's are monitored, actions taken and evaluated accordingly, delegating as appropriate.
• Managing allocated onsite and remote IT Operations resources ensuring effective management, staff development, hiring, coaching, mentoring, and career development.
• Ensuring effective personal and team development in accordance with Cooper's values.
• Defining individual performance expectations and manage performance levels to ensure the consistent delivery of business requirements.

About you:

We are looking for someone with:

• Excellent Customer Service skills and commitment to ensuring customer satisfaction.
• Effective and clear professional communication skills.
• Proven track record in process ownership.
• Solid relationship management and performance management skills.
• Understanding of business impact in an IT environment.
• Time management and organization skills, of self and others in team.
• Strong team ethic, but also able to work effectively with minimal supervision.
• High-quality analytical and problem-solving skills.
• Confident and professional manner, demonstrating discretion & confidentiality.
• Ability to make decisions based on the information at hand.
• Understand business drivers and the environment they operate within.

Work Environment:

• Typical office environment.
• Prolonged sitting in front of a computer.
• Occasionally lift up to 25 pounds.
• Frequently subjected to pressure due to time demands.

Experience & Education:

Experience:

• 5+ years of IT experience in a support role with working knowledge of IT operational support and service delivery execution.
• 2 years' experience managing or leading staff.
• Experience in managing ITIL processes
• Proven record in developing and maintaining accurate management information

Education:

• Bachelors Degree in IT, or related service field, or applicable industry experience
• ITIL Foundation or higher is desirable.
• Related IT certifications are desirable.

What we offer:

You'll receive competitive compensation and a fantastic benefits package including 25 days holiday, pension scheme, healthcare cover, life assurance, access to our Wellness Platform to support you in mental health and wellbeing, a discounted contact lens scheme and much more!

We are committed to our employees' personal and professional development and offer extensive training to support your career growth and help every individual to reach their full potential. To help us achieve our goals, we'll give you everything you need to help you achieve yours.

We also provide access to LinkedIn Learning to help you develop in your career and grow with CooperVision.

As a CooperVision employee, you'll be welcomed into a diverse and progressive global business. We appreciate how important fostering an inclusive culture is and how different perspectives add value and contribute to our success.

If you like what you see, take the first step towards your Brighter Future and apply today! All suitably qualified applicants will receive equal consideration and opportunities from CooperVision.