Operations Manager

Operations Manager (Berkshire)

Our client is seeking a skilled Operations Manager to join their Company. The role will be to lead and manage a team of technical and service professionals, which are tasked with the design, delivery and operation, of enterprise hosted technology solutions, for their global clients. You will possess outstanding leadership, communication and organisational skills with an attention to detail.

About the job

You will report straight to the Board of Directors and will be responsible for the following areas:

• Defining the organisational structure and processes necessary to support the business’s ambitious growth plans.
• Applying the structure & processes required for a successful managed service operation, complying with both their ISO 27001 and ITIL processes.
• Day to day operations of the Managed Service operation, to guarantee that client’s requirements and expectations are met, both in line with SLA’s and the client’s perceived perception of a quality service.
• Outstanding communication with both our clients internal teams and clients.

More detailed responsibilities

• Deliver input into the divisional strategy with specific focus into opportunities to grow and/or enhance the service offered
• Design and convey support and service solutions for Managed Service customers in line with ITIL and/or industry best practice
• Nursing the effectiveness of the team against SLA/KPI‟s, driving through change as needed to deliver continual service improvement
• Certify operational procedures, practices and service arrangements are well defined, documented and consistently applied
• Be capable of identifying and implementing alteration within the team to ensure it can take on new service offerings.
• Responsible for ensuring new customers are transitioned successfully into a business as usual “run” service
• Accountable for the service management function ensuring appropriate and robust service management and review frameworks are in place
• Accomplish consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement
• Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
• Set and cascade business objectives and targets to the team
• Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service
• Instill a high performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues
• Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support
• Drive a continual service improvement programme based on a desire to become a world class managed service provider.
• Recruitment, development and appraisal of staff

Skills & Experience

The successful candidate will ideally come from an external, customer facing IT Managed Services background, with a proven track record of building, developing and managing service delivery and support teams.

They will have solid leadership and people management skills along with previous experience growing and developing an operations function; i.e. defining operational procedures, setting service standards, defining SLA’s etc.

It also goes without saying that you will also be passionate about delivering exceptional service. In addition to the above you will also:

• Have a good level of commercial acumen
• Be able to identify opportunities for efficiency, cost reduction and continuous improvement
• Have excellent communication, influencing and customer management skills
• Have solid technical understanding of enterprise web and big data solutions that can be found in many global enterprises.

Why work for our client?

Well, our client’s staff retention, which is way beyond the industry average, should say it all! They are a technology-focused company with tech staff making up the majority. They aim for tech leaders and work with light touch effective management and processes – even our client’s Sales staff talk tech! Established in 1985, with experience from riding the many waves of the IT journey, they are well recognized in the industry and here to stay. Our client has progressed in step with technology, into a positive and agile company, punching well above their weight and able to provide flexible services and solutions to an inspiring list of clients that others can’t match. They are experiencing very exciting times right now with Their “All about the data” solutions very much in demand – market leaders want to gain business insight from their data and we have everything they need to achieve this.

The bottom line is that it’s a friendly, welcoming place to work. Our client allows more jeans and tee-shirts, than suits and ties, smart on the inside! They capitalize in team spirit and supporting and mentoring their staff. Our clients believe in developing talent because we know it is not all about proven skills. We are very happy to talk to you if you believe you are close to our clients requirements but need some time and support to grow into such a role.