Operations Manager

Computacenter PLC; Nottingham; On-site; GBP 60,000 - 85,000; Full time

Job summary

Computacenter PLC is seeking an Operations Manager to lead the delivery of onsite and field services across a defined region. This on-site role at a customer site may require regular travel and close collaboration with Team Leaders, service teams and clients to ensure services meet SLAs and KPIs.

You will oversee resource planning, performance management and change activity, coaching managers to develop leadership capability and fostering a culture of continuous improvement and customer focus

Qualifications

• Experience leading managers or team leaders.
• Background in IT operations, managed services or field service.
• Proven track record delivering against SLAs and KPIs.
• Excellent stakeholder management in a matrix environment.
• Strong organisational skills and escalation management.
• Experience using data to drive improvements in service quality.

Responsibilities

• Lead the operational delivery of onsite and field services to meet SLAs and KPIs.
• Coach and support Team Leaders to develop leadership capability.
• Build trusted relationships with customers and internal stakeholders.
• Use data and reporting to identify opportunities to improve service quality.
• Own escalations and coordinate quick, effective resolution.
• Support regional change activity and communicate risks clearly.
• Oversee resource planning, performance management and wellbeing.
• Share knowledge and best practices across teams and services.

Skills

Leadership

People management

Stakeholder management

SLA/KPI delivery

Data-driven improvement

Communication (English)

Tools

ITIL

Microsoft Office

Reporting tools

Job description

As an Operations Manager, you'll play a key role in leading the delivery of high-quality onsite and field services across a defined region. You'll work closely with Team Leaders, service teams, customers and internal stakeholders to make sure our services run smoothly, consistently and to the standards our customers expect. This is a highly visible leadership role where no two days are the same. You'll spend time across customer sites, engaging face to face with your teams, supporting operational performance and helping create an environment where people feel informed, supported and able to do their best work. The role is an onsite role at one of our customers sites. It would suit someone that is located in or around the Derby area. We are looking for people with experience managing team leaders or managers.

What you'll do

• Lead the operational delivery of onsite and field services, ensuring services meet agreed SLAs, KPIs and customer expectations.
• Manage, coach and support Team Leaders, helping them develop their leadership capability and deliver strong outcomes through their teams.
• Build trusted relationships with customers, partners and internal stakeholders, acting as a key point of contact for service performance, escalations and improvements.
• Use data, reporting and local insight to identify opportunities to improve service quality, efficiency and customer satisfaction.
• Take ownership of escalations and operational issues, bringing the right people together quickly to resolve challenges and keep stakeholders informed.
• Support change activity across your region, ensuring approved changes are delivered effectively and any risks or impacts are clearly communicated.
• Oversee resource planning, performance management, employee engagement, wellbeing and compliance with internal processes.
• Contribute to a strong management community by sharing knowledge, lessons learned and best practice across teams and services.

Requirements

• Strong leadership and people management experience, including experience managing managers or team leaders.
• A proven background in IT operations, managed services or field service delivery, with a good understanding of enterprise IT environments.
• Experience delivering against SLAs and KPIs, with a track record of improving service performance, processes and customer experience.
• Excellent stakeholder management skills, with the confidence to build relationships in a matrix environment.
• Strong organisational skills and the ability to prioritise, make decisions and manage escalations with urgency and clarity.
• Experience using reporting, data and insight to drive operational improvements.
• Good knowledge of ITIL principles and strong Microsoft Office/reporting tool skills.
• Clear communication skills in English and the flexibility to travel regularly across sites within your region.

If you're a confident operational leader who enjoys developing people, improving services and building strong customer relationships, we'd love to hear from you.

Computacenter is a leading independent provider of IT infrastructure services, with about 21,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers' infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community? We're growing. We're hiring. We encourage. We empower. We support.

#winningtogether #peoplematter