Global IT Operations Leader - Service Delivery & Automation

Milestone Technologies, Inc.; Phoenix (AZ); On-site; USD 85,000 - 95,000; Full time

Job summary

Milestone Technologies, Inc. is seeking an Operations Manager who brings a wealth of people management, relationship skills, and analytical horsepower to drive client programs and service delivery excellence.

The role focuses on defining operational metrics, maintaining SLAs, budgeting, and coaching teams for scalable growth and a world-class service experience for our client and global users. You will collaborate with the Global Service Operations Management Team to challenge existing workflows

Qualifications

• Previous experience in a technical environment with service desk management.
• Development and implementation of technical training programs.
• Knowledge of SLA achievement and methodology.
• Ability to drive tool and process improvement through innovation.

Responsibilities

• Plan, develop, and evaluate multiple client programs.
• Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve.
• Present operational metrics weekly to IT Leadership.
• Maintain agreed upon service level agreements.
• Supervise staff and oversee work organized by team leaders.
• Maintain and report on budget status and other financial measures defined for the customer engagement.
• Collaborate with Human Resources on personnel questions.
• Maintain documentation and process specific to the customer engagement.
• Develop a strategic perspective of the service based on detailed operations information.
• Coach and communicate the corporate vision/values and manage performance expectations.
• Provide program updates to Milestone Technologies and the client.
• Ensure documentation is up-to-date and participants are trained.
• Review change order requests and lead all.
• Quarterly business reviews with the client.
• Provide counseling of staff and conduct performance evaluations.
• Determine travel and training needs; manage merit process.
• Ensure staff training and compliance reporting.

Skills

Client relationship management

Leadership

Negotiation

Analytical thinking

Operational excellence

Budget management

Staff coaching

Project management

IT service delivery

Education

HS Diploma or GED

4+ years leadership experience in IT service delivery

Tools

ITIL knowledge

SLA methodology

Job description

Milestone Technologies, Inc. is seeking an Operations Manager who brings a wealth of people management, relationship skills, and analytical horsepower to drive client programs and service delivery excellence.

The role focuses on defining operational metrics, maintaining SLAs, budgeting, and coaching teams for scalable growth and a world-class service experience for our client and global users. You will collaborate with the Global Service Operations Management Team to challenge existing workflows