Operations Manager Technical Management

Ensure a smooth delivery of operational activities :

• Manage holiday planning and capacity, ensuring there are no gaps in service, including arranging out-of-hours cover where required.
• Develop a framework to ensure all operational activities of the team are conducted as needed.
• Discover and work towards removing blockers that are preventing the team from performing optimally.
• Promote knowledge sharing and documentation.
• Participate in service introductions, ensuring all aspects are taken into consideration.
• Review customer satisfaction feedback and address any concerns.

Monitor and improve operational effectiveness :

• Review SLA reports and, where needed, develop improvement plans which you then implement with the relevant people.
• Develop new operational processes or improvements to existing ones, to enhance the service.
• Promote proactive issue detection through operational processes and / or monitoring.
• Promote automating aspects of the service where possible.

Liaise with all stakeholders such as the customer success managers, in-client architects, customer service engineers, and various ITIL function representatives, to ensure a consistent internal view of the customer environments and highlight any issues or opportunities.

• Secondary Skills

Support incident management, request fulfillment, and change management :

• Contribute to solving complex and high-profile issues through troubleshooting advice. You can examine workarounds, suggest new angles for investigation, advise on the creation of action plans, and deal with escalations appropriately.
• Assist in the review of complex changes, making sure all details and impacts, including non-technical ones, are accounted for to minimize risks.
• Take a flexible approach towards supporting team members working in shifts.
• Present information clearly and professionally to stakeholders. Specifically, you convey a capable and committed image to the customer.

Skills

At least 5+ years of experience managing local and global teams and 12+ years overall experience.

• You have matured your leadership and management skills through proven experiences in IT Operations, delivering services to multiple clients in a global service provider.
• Possess excellent people skills, allowing you to deal with demanding situations and establish an attractive working environment for the team to prosper.
• Exhibit effective communication skills (written and verbal) that allow you to articulate issues and their analyses, solutions, etc. in a clear way to colleagues and customers alike.
• Graduate or Post Graduation degree.
• MBA or other degree or professional qualification, or equivalent experience.
• A good understanding of at least two of the technological focus areas of the teams, as well as having prior hands-on experience.
• Show extensive knowledge of IT Service Management and a deep understanding of the ITIL standards and best practices.
• Flexible when emergencies occur

Skills Required

It Service Management, It Operations, Technical Knowledge