Operations Manager - Services

ROLE PURPOSE

• The Operations Manager is responsible for managing a team of senior leads, and ultimately responsible for
• technical engineers supporting our customer base 24 hours a day 7 days a week. Working alongside the other
• Operations Managers, the operations manager is responsible for ensuring we meet and exceed our contracted
• SLA’s.
• The role will focus on the technical side of support, ensuring our staff have the correct training and experience
• to perform their daily activities and to meet supplier accreditation levels. You will be responsible for the
• performance of the team with regular performance reviews, setting and measuring success with the aid of KPI’s.
• You will also be responsible for the resource levels of the team and future recruitment in line with demand.
• The role also focuses upon utilisation reporting and analysis feeding back to senior leadership and advising on
• actions to be taken and act as the top level escalation point for strategic customers.
• Communication is key to the success of the team so you will be responsible for ensuring the teams are meeting
• on a regular basis and that team/department collaboration takes place where required.

KEY INTERFACES

• Vendor Management
• Portfolio Team
• Service Desk Team
• Managed Services Director
• Operations Managers
• Senior Leads
• 2nd/3rd Line Support Teams
• Project Management
• PS Teams

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

KEY SKILLS & EXPERIENCE

• Educated to A-level/Matric minimum, with higher education qualification (degree or equivalent preferred).

Alternatively, relevant, and proven Industry experience would be accepted

• 3-4 years’ experience manging remote teams
• 3-4 years’ experience of managing technical support teams
• Experience in managing support teams that cross resource (pool) with PS teams.
• A history of working in the service industry with a focus on customer service
• ITIL v3/4 Foundation or above is desired
• Ability to manage key stakeholders
• Knowledge of ServiceNow or other workflow-based support systems

KEY COMPETENCIES

• 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
• Logical Thinking
• Relationship Building and Maintenance
• Decision Making Ability
• High computer literacy and ability to learn new software
• Inspiring Communicator
• Strategic Thinker
• Highly Organised
• Growth Mindset