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Operations Manager - Customer Support

Publish Date:  Jul 21, 2022

Lytham, Northwest, GB-United Kingdom

Company:  Atos

Getting to know Atos

You can look forward to joining a global powerhouse in digital transformation. We have 120,000 employees in 73 countries and an annual revenue of €13 billion. We are also number one in Europe regarding Cloud, Cybersecurity and High-Performance Computing, providing end-to-end Orchestrated Hybrid Cloud, Big Data, Business applications and Digital Workplace solutions through our Digital Transformation Factory. Additionally, we provide transactional services through Worldline, Europe’s leader in the payment industry. Our group is also the Worldwide Information Technology Partner for the Olympic and Paralympic Games and operate under the brands Atos, Atos Syntel, Unify and Worldline.


This role is part of the Customer Service Directorate, which works collaboratively with operational, project and support teams across the business to drive a continuous improvement ethos and directly influence the customer and colleague experience!

The Operations Manager provides leadership and medium to long term direction of a large-scale team to build a customer oriented culture!

Effective leadership and the ability to support colleagues to deliver an excellent customer experience will be essential, as well as the requirement to build solid relationships and work closely in partnership with the Client, supporting key initiatives to deliver client expectations. It will also require effective collaboration with a range of other operational, project and support Teams across the Business. The role will be based in Blackpool.


Your day-to-day responsibilities include:

Leadership and Direction: Establishes priorities and actions ensuring that the plan is communicated to the whole operation with regular updates to meet operational goals. Leads the FLM’s in developing, driving and rewarding a high-performance culture within a customer centric environment.

Team spirit and wellbeing: Create a positive team spirit and morale in the operation. Proactively participates/takes a lead role in people engagement activities.

Problem solving: Provides an efficient and flexible response to all operational and colleague issues which affect area of responsibility. Able to handle greater activity variation and protect the front-line teams from excessive interference i.e. anything that stops the benefit tasks being undertaken in line with Client requirements

Change and transformation: Demonstrates an ability to adapt to new situations and focus on wider business area in order to improve delivery of service, streamline costs and improve efficiencies. Actively involved in the planning and delivery of Transformation and change activities, developing action plans to maximise the benefits, track progress and maintain a sense of urgency. Ensures delivery to support contractual requirements around making NS&I easier to do business with.

Oversight of Performance Delivery and Client PI: Effectively delivers contractual Performance Indicators by maintaining strong levels of service delivery and partner satisfaction across multiple teams through regular review of team activities, processes and procedures. Highlights areas for operational improvement and address any shortfalls in service delivery/performance through to resolution.

Relationship Management: Actively demonstrates enhanced relationship with client and wider Atos business. Demonstrates ability to influence client and those in wider value stream in a positive manner, improving process controls, driving efficiency, continuous improvement and preparing for current or imminent change programmes.

Compliance and Regulation: Ensures all compliance, legal and regulatory requirements are met and maintained. Supports and drives the Assurance Framework.

Industry awards: Supports the maintenance of all relevant Industry standards (ISO, IIP, etc).


Signs of success

To be successful in this role, you’ll need a rich combination of experience, proven skills and personal attributes. See below to find out if you’re the person we’re looking for.

  • This is an office-based role, but you may need to travel to other sites occasionally
  • The role is full time, based in the Lytham office.
  • Flexible Shift Pattern to cover the working hours to be agreed.
  • You’ll also need to successfully complete a BPSS security clearance check to do this role.


Skills we can’t do without:

Client (Customer) Focus – Committed to building excellent, long term relationships with customers based on a full understanding of their needs and dedication to meeting their expectations

Delivery Focus – Ensuring that results are on time, on budget and to agreed quality standards

Profitability – Dedicated to delivering the commercial targets of Atos and finding opportunities to grow the business.

Creativity – Identifying effective solutions for clients through selecting the best combination of existing practices and innovative approaches or ideas

Team Working – Working together by involving others in goals and plans, sharing knowledge, taking a positive role in teambuilding and seeking opportunities for cross functional working and collaboration


Skills we’d like:

Experience in a similar role


More reasons to join us

In addition to joining a global leader in digital transformation, you can also expect a fantastic range of benefits. These include: a rewarding salary, 25 days’ annual leave, private medical insurance, an attractive stakeholder pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.

What’s more, we really value your progress and it’s a top priority to engage, inspire and develop you to help you maximise your potential. In fact, we have comprehensive training and development programmes in place demonstrating our commitment to developing your career.


How to apply

Confident this sounds like you? Please click below to complete our online application form and attach your CV in either Word, rtf or text format.

Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge, experience and relevant business requirements.

We are committed to making reasonable adjustments to the application process for people with disabilities.