If you’re reading this, we are excited for you. You’ve landed on the job description for a company that will obsess over your well-being with unrivalled work-life balance, your career development providing transparent career paths and learning support for everyone, and knows that you are unique and will celebrate that. If you are passionate about what you do and want a career in one of the most exciting yet stable industries, read on…
Egress, a KnowBe4 Company are a leading cyber security company providing global solutions to protect against human-activated risk. By aggregating data to derive intelligence, Egress is the only company able to predict future threats and prevent attacks or breaches – before they happen.
Egress is proud to support thousands of Enterprise customers across various sectors including Financial Services, Legal, Healthcare, and Government organizations. By protecting millions of employees worldwide from advanced threats, businesses can safely achieve their mission without unnecessary risk.
At the forefront of the IT Cyber Security industry, Egress can provide an unrivalled career path for someone looking to progress within the Service Operations space.
The Team
The Service Operations team play a critical role in managing and delivering high-quality services that meet business and customer needs. This team maximises value by driving efficiency in day-to-day operations and focuses on stability and reliability.
The Role
Reporting Line: Director of Operations
The Service Operations Manager monitors day-to-day operations, managing incidents and problems, coordinating changes and releases, monitoring service performance, and driving continuous improvement by leveraging knowledge and experience to produce data-driven insights that inform decision-making and enhance service quality and efficiency.
The role requires strong collaboration with the Customer Experience, Engineering, SRE, and Product teams.
Responsibilities
Service Level Management
- Collaborate to define, evolve and track quality, efficiency and availability SLAs.
- Monitor and report on service performance and deviations internally and externally.
- Use data-driven insights to proactively drive improvements in service performance through recommendations and direct action.
- Provide service level performance reporting to internal and external stakeholders.
- Ensure transparent and timely communication internal and external stakeholders.
Major Incident and Problem Management
- Coordinate the resolution of Major Incidents in-hours, and as part of an on-call rota.
- Identify, track and drive resolution of Problems.
- Identify recurring issues and collaborate with stakeholders to find and implement permanent solutions.
Change Enablement
- Coordinate changes and releases in collaboration Engineering & SRE teams.
- Ensure minimal disruption to services and users.
- Utilising data insights from past releases to improve future processes.
Continuous Improvement
- Use skills, experience, and data-insights to maximise value and reduce waste.
- Work with stakeholders to ensure smooth integration and operation of services.
- Collect, analyse, and interpret service data, identifying trends and patterns that inform decision-making.
The Person
Requirements
- Strong leadership and team management skills, able to foster collaboration.
- Excellent communication skills, able to convey complex information clearly and effectively.
- Pragmatic, methodical and inquisitive approach, with good data analysis capabilities.
- A commitment to continuous improvement and the ability to drive change.
- Demonstrable Service Management experience and strong understanding of ITIL principles.
Desirables
- An understanding of other frameworks such as Agile, Lean, Six Sigma.
- A technical mindset, able to quickly absorb cause and effect to identify root cause.
The company
We are proud of our uniquely agile, effervescent, and people-focused equal-opportunity environment. Our core values of Owning it, Being Bold, Doing the right thing and Being a bar-raiser run through everyone who works for us, and everything we do.
We are a sociable company and haven’t let a global pandemic stop us from continuing to enjoy the place we work even if is more of a virtual experience at times. The atmosphere across the business is friendly and supportive, with a constant desire to improve in everything we do! We are now back to running our monthly paid-for social activities as our offices continue to get busier! For those who are working remotely, we can’t promise the coffee you have in your kitchen will be as good as the free ones we have in the offices but the people you share it with will be just as warm and welcoming.
Diversity, Equity and Inclusion
Here at Egress we are committed to diversity, equity and inclusion. Our workforce has consistently sat above the national average for both BAME and female representation, but we recognize that we can always do more. Every job description is subject to scrutiny through a gender bias decoder ensuring our roles are as inclusive and attractive as possible. Our culture is one that aims to nurture a welcoming and safe working environment for everyone with initiatives such as our employee-led Culture Club, dedicated mental health first aider network and regular awareness seminars all contributing to a great place to work whoever you are.
Privacy and Your Data
Please take the time to check and read our recruitment privacy policy. The information you provide to us when you apply will be held, stored and processed by Egress Software Technologies Limited in accordance with it.
Any job offer that we may make to you will be subject to you successfully passing background checks.