AS - Recruitment Ltd

The IOCC (International Operations Control Centre) is a single function that operates across 2 fixed locations (Nottingham(UK) & Hannover(DE)) and is responsible for the day to day Operations Management of the whole of E-IS Infrastructure across the E.ON-AG Group. Real-time Management of Critical Incidents is undertaken from both Locations, with Hannover being the Focal Point for Control. The Support Activities of Change, Problem and Operational Acceptance are led from Nottingham with full time staff also located in Hannover and Malmo (Sweeden) and then by a virtual team that provides resource from each of the other E-IS subsidiary organisation via a Matrix Management approach.

As Head of IOCC Support based in the UK, you will be responsible for the development and delivery of fully international processes that support the Service Delivery from E-IS to the E.ON group in respect of Change, Problem and Operational Acceptance. You will also perform activity in respect of Critical Incident, Disaster Recovery and Business Continuity as part of the Operations Management Team (Consists of Head of Operations Management (F2 I/OR2), Head of IOCC (Hannover, F3 I/OR2) and this role Head of IOCC Support (Nottingham, F3 I/OR2).

The IOCC was newly formed in January 2009 and is subject to an ongoing delivery Project that is developing and implementing Process and Tools for the execution and management of the International Process, as Head of IOCC Support you will be actively involved in the Steering, Implementation and Operation of these project deliverables, and so experience of implementing ITIL aligned processes as well as Operating them is desirable.

Based mainly in the UK the role has international responsibility and will require 20-40% of time to be spent working away from the base location (most often in Europe), as such mobility is essential and previous experience of working with international colleagues a benefit. The business language within E-IS is English, a knowledge of other European Languages will be an advantage.

Key Activities

Managing the unit and the assigned staff with responsibility for the below listed ACFs:

OCC Support - Relate technology services to customers business processes and requirements:

Functional authority for Operational Acceptance. Supporting all core IOCC functions (IM, CM, PM) with back office support: organisation, administration of shift rotas, on-call plans, IOCC infrastructure, escalation procedures, provide interface to FM, HR, TS, CS. Co-ordination of customer requests, SLA requirements and operational support.

Responsible for all aspects of people management:
Disciplinary management.
Recruitment and selection in alignment with F2 manager(s).
Performance management: objective setting, performance reviews and appraisals.
Learning & development: agreeing development plans and objectives in alignment with F2 manager; ensuring professional and skills development of staff.
Ensuring working functional reporting line(s) to F2 manager(s).
Responsible for information flows into the unit and cascade of appropriate information from functional organisation into local unit.
Responsible for activity and Coordination (via Coordinators where appropriate) of international resources engaged in CM, PM & OA.

Head of International Operations Control Centre