Main purpose of role:
Reporting to the Director of Operations, the Operations Manager is accountable for proactively managing the Managed Services team which includes Dispatch, L1 to L3 Service Desk Engineers, Technical Alignment & vCIO.
The Operations Manager is accountable for all the activities and responsibilities of the Managed Services team.
The Operations Manager is also responsible for ensuring service and support is provided to customers at agreed levels and high technical standard.
This role will initially be a 1 year fixed term contract with a view to extending and/or becoming permanent.
Prime responsibilities
Motivate, lead and encourage the Managed Services Team proactively to maintain high morale and a harmonious and stable workplace
Manage the Teams activities to ensure they are operating & scheduled effectively and efficiently
Maximise department profitability through efficient service delivery and optimal billing
Manage the handover from Commercial to Managed Services for Project Initiation, Resourcing, Delivery & Completion
Ensure adequate resourcing whilst managing the department's budget with full P&A&L responsibility
Effective and timely communications with clients on all matters
Ensuring accurate and timely resolution of incidents and requests in line with published Service Level Agreements (SLA's).
Drive problem investigations and resolution as required
Actively promote excellent customer service and constantly seeking ways to improve customer experience and satisfaction ratings
Managing the performance of technical engineers
To build relationships with clients to ensure effective communication channels are established
Manage escalations from the team or clients through to immediate resolution
Take initiative and ownership to review and implement systems for continuous improvement
Develop training plans for the Managed Services team
Conducting regular call and ticket quality checks
Ensure that incident reviews are undertaken, written up and the lessons learned implemented.
Encourage the team with weekly 1:1's to support, coach and hold team members to account on their KPI's, To Do's and 'ROCKS' along with their development goals
Complete Quarterly and Annual Performance Reviews for the team.
Set, present and reporting of KPI's and trends to ensure the service is suitably managed and optimised and provide such data and reporting to management and others weekly, monthly, and as needed.
Identify skills gaps, team members at risk and lead the recruitment & onboarding process of new team members
Ensure SOP's are defined as required and consistently applied
Ownership for the continued surveillance and auditing for ISO ***** other accreditations
Provide support for other areas of Landmark as required.
Product knowledge
The job holder will require a broad technical knowledge and understanding of business technology solutions.
An in-depth knowledge of tools & platforms used by MSP's are an advantage but not essential.
Person Specification and Qualifications
Min. 3 years' experience as a hands-on Operations Manager in an IT Company or an MSP
Proven record in people management.
Excellent interpersonal and written communication skills, able to communicate in a clear manner and be able to use varying styles to suit the occasion and audience.
Strong ability to train, develop, motivate, and mentor and support team members in correspondence with company and departmental objectives.
An innovative and self-motivated person, who is dedicated to the end goal of operational performance improvements in the Managed Services dept. and business wide.
Capable of driving the performance of the Managed Services team
Ability to create, analyse and interpret metrics to drive the service
Highly organised, structured, self-starter, with the ability to maintain and drive a positive working environment
Attention to detail, ability to work to tight deadlines.
Ability to mitigate risks and manage issues to resolution
Has the ability to develop team in both soft and technical skills
Understanding of support tools, techniques, and how technology is used
Skill in leading people and getting results with a strong client orientation
Ability to work in a fast-moving environment
Strong presentation and customer service skills
The job holder will be required to demonstrate the behaviours and attributes that support Landmark's core values.
Education
3rd level qualification in Computer Science, Business or related discipline
ITIL and/or Prince2 qualified
ISO Surveillance & Accreditation experience
Salary & Benefits
Salary commensurate with experience and qualifications
24 Days paid annual leave, with an extra day per year of service completed
Office Based and WFH Hybrid model
Benefits such as Pension Contribution, Private Healthcare, Education, PHI
Company Weekend Retreat
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