Operations Manager

ECS Resource Group; City Of London; Hybrid; GBP 72,000 - 88,000; Full time

Job summary

ECS Resource Group is seeking an Operations Manager in London. You will lead senior service leads, own the support of the customer base, and drive KPI/SLA success in a hybrid London role.

The ideal candidate has managed large, technical teams in MSP environments and will work with senior leadership to steer strategic direction and continuous improvement.

Qualifications

• Minimum 3 years of experience managing remote teams.
• Minimum 3 years of experience managing technical support teams.
• ITIL v3/4 knowledge is advantageous.
• Proven ability to manage key stakeholders.
• Strong leadership and coaching skills.

Responsibilities

• Manage and mentor Senior Leads in Services.
• Monitor and improve service desk activities.
• Participate in Management On-Call rotation.
• Escalation point for SLA-adherent service delivery.
• Join major incident calls as escalation point.
• Promote collaboration to resolve issues quickly.
• Log and resolve problems to improve efficiency and CX.
• Develop and maintain ITIL-based support procedures.
• Improve first-call resolution and customer perception.
• Collaborate with Vendor Management and Portfolio teams.
• Drive continuous improvement and document risks/issues.
• Use monitoring tools to reduce incidents and identify problems.
• Produce daily/weekly/monthly productivity reports.
• Act as escalation point for cases within the team.
• Use tech to automate case handling processes.
• Conduct regular 1:1s and set KPIs tied to GTM strategy.
• Hold team meetings and communicate with Leadership.
• Manage holidays, on-call, expenses, and overtime.
• Identify skill gaps and staffing needs with leadership input.
• Provide monthly board reports on team performance.
• Assist CSAT and NPS initiatives.
• Support service management in historical data analysis.

Skills

Managing remote teams

Managing technical support teams

ITIL knowledge

Stakeholder management

Leadership

Coaching & development

Problem solving

Job description

Operations Manager

Salary: £80,000 Per Annum

Location: London (Hybrid)

I am working with one of my longstanding clients who have a fantastic reputation as a global digital transformation partner, customer experience specialist and provider of complex unified communications and network service solutions.

This is a fantastic opportunity to join the business as the Operations Manager where you will be responsible for a managing a team of senior leads and have full ownership of the support of my client's customer base.

The perfect candidate will come from a Managed Services background and be an experienced lead of large, technical teams as well as being highly experienced in ensuring successful achievement of KPIs and SLAs. Furthermore, you will work closely with the senior leadership team and play a key role in the strategic direction of the business.

Responsibilities

• Manage, develop and mentor Senior Leads within the Services department
• Undertake proactive activities such as checking/monitoring of the service desk function
• Be part of the Management On-Call Rota
• Be a point of contact/escalation and understand work practices for the Service Desk team managing Customers in line with contracted SLA's
• Join major incident calls where required as an escalation point
• Encourage collaborative working within the team to identify issues promptly
• Ensure problems are identified, logged, and resolved to improve efficiencies and customer experience
• Develop and maintain support procedures based on best practice, industry standards and ITIL practices and ensure these are followed
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
• Works with Vendor Management and the Portfolio team to assist in vendor partnerships/QBRs
• Use a continual improvement process to ensure maximum efficiencies with the processes and procedures within the Operations Department and share accordingly annually as a minimum and document risk/issues
• Use and develop our monitoring tools to reduce incidents and identify problems
• Develop daily, weekly and monthly reports on support desk team's productivity
• Be an escalation point for case management within the team
• Utilise technology to automate processes to improve case handling
• Perform 121's with the team, identifying KPIs for the team linked to the GTM strategy and monitor accordingly
• Perform regular team meetings to communicate key information to the teams and feedback to Leadership where requiredManage and approve holidays, on-call/Standby , expenses and overtime for the teams
• Undertake utilisation activities to confirm skill set gaps, additional staffing requirements based on the strategical direction from the leadership team
• Provide board report statistics to the Managed Services Director relating to your team and function on a monthly basis
• Assist in CSAT and NPS where required
• Aid Service Management team for analysis of historical data at a high level - responsibility of the reviews will be under the service management remit

Skills & Experience Required

• At least three years of managing remote teams
• At least three years of managing technical support teams
• ITIL v3/4 is advantageous
• Demonstrable track record of working with key stakeholders.
• Proven team building and collaborative problem-solving skills
• Ability to take ownership of an issue and manage to resolution
• Ability to work and communicate with technical and non-technical staff/customers
• Leadership, coaching & development of team members