Managed Services: Operations Manager (L3)

Key Roles and Responsibilities:

• Proactively monitor and drive service delivery to clients from the Operations Centre and/or CoE
• Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in the Operations Centre and/or CoE
• Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites
• Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate
• Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
• Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients.
• Provide operational support and continuous service improvement post client handover from TS (or other) teams
• Plan and implement training and development initiatives for direct reports
• Review training requirements for service operations teams
• Engage with clients for technical operations as part of routine operations
• Plan and implement key service improvement priorities based on a continual service improvement approach
• Feed continual service improvement priorities into the automation team
• Lead the team in the implementation of strategic initiatives
• Measure, analyse and improve team’s delivery capabilities
• Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved
• Responsible for the day to day running of the Operations Centre and/or CoE in line with the performance established by the business
• Ensure maximum uptime and the accurate and early response to client operational issues
• Responsible for resource planning and work allocation to meet agreed service levels
• Identify opportunities for continuous service improvement
• Engage with clients for technical operations as part of routine operations

Knowledge, Skills and Attributes:

• Excellent organisational and team leadership skills
• Excellent communication skills – both verbal and written
• Ability to collaborate with internal stakeholders and external clients
• Ability to understand budgets and cost management
• Strong leadership skills including effective time management, prioritisation and delegation of work
• Excellent focus on client centricity
• Highly focused on business outcomes
• Ability to guide the team through transformational objectives set out by the business
• Ability to communicate and work across different cultures and social groups
• Ability to work well in a pressurised environment
• Ability to adapt to changing circumstances

Academic Qualifications and Certifications:

• Typically requires substantial related experience with a Bachelor’s or equivalent degree; or extensive experience
• ITIL certification
• Relevant technical certifications

Required Experience:

• Substantial experience in coaching and mentoring teams on a daily basis
• Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
• Demonstrated experience in organisational change management (transformational experience)
• Substantial experience in the management of people, process and technology
• Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack