VP Global Operations

Reading, Oxfordshire
ESP Global
To Lead and Manage the Global Business Operations, which consist of Global Field and Airport Operations together with Campus Engineering management and the Spares Repairs and Logistics functions.

As the Head of Function, you will be responsible for the P&L across the defined Services and all regions whilst supporting the drive for incremental business and revenue growth within the Global Operations divisions

Primary objective is to ensure continuity of service to all customers and that all contractual obligations are fulfilled within SLA requirements with high levels of customer satisfaction.
Key Accountabilities

To contribute to the overall business strategy and develop and deliver an Operational Strategy which underpins the Vision, Values and Attitudes required to achieve business goals; – High levels of customer satisfaction, profitable growth, operational efficiency, and delivery.
Oversee and lead operational performance and delivery of contracted services across all regions, liaising closely with all Regional Field Service Managers to ensure that the quality of service meets or exceeds contractual obligations and customer satisfaction, and delivers business results within budget
Working with the COO, contribute to their business strategies for growth, including focusing on the expansion of the business footprint across new customers, locations / airports and countries as well as potential new product
Driving through the adoption of technology and automation to improve quality and consistency of service as well as improving the operational P&L.
Own and lead all resource planning activities in support of the wider operation, constantly reviewing overall levels of resource availability and contingency planning to ensure that acceptable levels of support and service are maintained with appropriately skilled and qualified staff to enable optimum operational performance
Constantly innovate the delivery of services to gain maximum benefit to the customer and the business by utilising a combination of best of breed working practice and leading-edge technology.
Identify and implement consistent and standardised work practices, processes and procedures for staff and Contracted / Partner Engineers across all regions ensuring that they comply with best practice and internal governance and achieve high levels of efficiency
Analyse and review the SR&L capability and Benchmark against best practices and ensure the operation is right sized / delivers quality and the required cost points.
Identify and implement efficiencies which maximise revenue and margins from contracts and / or improve performance against the contractual service targets whilst ensuring that costs are effectively managed and minimised.
Build and maintain strong relationships with peers to achieve effective collaboration in the delivery of the Operational Services
Support the Sales Team and, as required, contribute operational expertise on any new sales opportunities to ensure that compelling, competitive and operationally robust bids are produced for all new and renewal business opportunities
Supports Delivery and implementation of all new services and customer contracts, ensuring service / implementation / “steady state” is achieved, and service levels are maintained thereafter
Implement robust and effective processes, procedures, tools, and guidelines ensuring value for money, quality and supplier performance are consistently delivered to their SLA
Develop strong relationships with key internal stakeholders to understand the current and future commercial and service requirements and ensure these are aligned to the Supply Base
Evolve our vendor partner sourcing strategy to maximise commercial advantage, strengthen the supply base and shorten the lead time.
Strong negotiate in rate cards and SLAs with multiple existing and new supply / vendor partners on a country-by-country basis to ensure business resilience
Refine & implement our preferred supplier list to fully support our Sales Team for maximum competitive advantage
Develop and implement a supplier review process for Strategic Partners including performance, relationship, quality, cost and KPIs providing key Management Information to allow the business to make informed decisions.
Manage and drive Continuous Service Improvement (CSI) Plans and Service Development Plans to maintain, improve and develop the Global Services
Manage and resolve any escalated issues, problems or complaints and ensure that action plans are prepared and implemented for problem rectification
Working with the COO, develop and define a toolset to ensure that it meets customer requirements and then promote its use to new and existing customers
Create and Present a monthly performance dashboard
Act as a role model and coach to support, direct and counsel individuals and teams to continuously challenge themselves to achieve greater levels of performance and customer satisfaction.
Skills / Experience Required

At least 10 years’ experience Managing Global Field Services and or Partner Management within a Telco, Service Provider or IT organisation.
Experience of managing global teams in excess of 300 staff
Experience in managing multiple cross functional teams in multiple time zones
Able to act as a change leader. A strong influencer with the ability to deliver on strategic objectives
Both a tactical and Strategic thinker, a natural leader who is capable of articulating across many levels and disciplines
Adept at both Cap Ex and Opex management with a broad financial background
Proven, excellent people management / interpersonal skills
Capable of producing and delivering ‘C’ level documentations and presentations
Strong stakeholder management skills
Self-motivated with a willingness to learn and adapt to any new change or situation
Highly customer focused with a passion for continuous improvement
Ability to travel (internationally)
Excellent understanding tiered 3rd party supply chains
Subject matter expertise in the IT services industry
Demonstrable experience in identifying and implementing process improvements
INDHP