Operations Manager

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 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

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy