Head of Service Operations Centre

Key Responsibilities

• Lead the operational execution for our remotely supported managed services clients.
• Provide leadership for the End User, Infrastructure and Service Quality teams as they deliver our services into our clients.
• Build on the existing teams and tools, finding efficiencies and improving the use of our toolsets, and drive a continuous improvement mindset to ensure we are constantly identifying and implementing performance improvements.
• Work with the CTO to investigate new tools and service offerings.
• Work with the Group Delivery Director, Sales, and Finance departments to develop and grow the offerings we bring to market.
• Own and manage business units Profit & Loss (P&L), forecasting, budget, and commercial management.
• Lead, coach and drive performance for your direct team of managers.
• Act as a senior contact for the Operations Centre – engaging with senior executives, CEOs, CTOs and leadership in some of the most highly regarded brands in the UK and Ireland.
• Develop close partnerships and drive collaboration with our Ireland and UK based Customer Experience Managers to ensure flawless delivery to our end customers.
• Align with group sales and the customer experience teams to support account growth.
• Drive innovation and value-added activity for our customers.
• Ensure that operational SLA’s and targets are met to support the delivery of our services.
• Work with the project team on the transition of new services from project to service delivery

Qualification & Requirements

• The right person will have experience in managing complex multi-disciplined IT Managed Services and will have worked at a senior level in service delivery roles in a fast-paced business.
• We are looking for a Senior Manager who has 7 years’ experience managing managers, and leading operations in a customer focused, remote support environment, covering Level 1 End User Service Desk through to Level 3 Infrastructure support.

Benefits

No information available.