Operations Manager

ECS Resource Group; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

ECS Resource Group is seeking an experienced Operations Manager to lead a team of senior leads within the Services department. You will own the support of our client's customer base, drive KPI and SLA achievement, and partner with senior leadership on strategic direction.

The ideal candidate has a Managed Services background, experience leading large technical teams, and a proven track record of improving service delivery and customer experience through ITIL-aligned processes and proactive

Qualifications

• 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.

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 required.
• Manage 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

Leadership

Stakeholder management

Team development

Problem solving

Communication

Remote team management

Tools

ITIL v3/4

Job description

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 required
• Manage 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