Posted on Jul 16, 2022 by I.T. Alliance N.I. Ltd
Managed Services Operations Lead
The Managed Services Operations Lead is primarily responsible for continuous improvement of our already successful team by managing customer satisfaction, staff development and cost control. You will have a passion for people development. You enjoy inspiring others to set high standards and delivering service solutions which delight customers. You are comfortable in managing teams across multiple sites.
The Managed Services Delivery Team at Auxilion work with our customer's delivering managed services solutions, onsite at client locations. These teams range from onsite helpdesks, service desks, and infrastructure and applications teams, and represent an integral part of our client's ability to support and grow their organisations. You will be responsible for managing multiple teams across multiple clients.
Our Company, Auxilion - About Us
Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.
Our people have a passion for their work, our culture and values. Whether you're focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
What you get to do in this role:
As a Managed Services Operations Lead in Auxilion you are focused on three key goals, developing your teams, delivery of quality engagements to our customers, while ensuring financial objectives are met. As part of this role you will manage a team of onsite leads delivering services across multiple client sites.
What you get to do in this role:
Workforce planning for customer sites, in conjunction with your onsite team leads.
Work closely with the Customer Experience Managers and contribute to virtual teams.
Identify up sell opportunities and engage Customer Experience Managers where appropriate.
Responsible for customer satisfaction throughout the engagement cycle ensuring that the client's expectations of delivery is clearly defined and met. Responsible for overall customer satisfaction with onsite teams, in-line with KPIs.
Responsible for cost centre control.
Build and lead a motivated high performing team; creating a culture of high performance
Set objectives and meaningful KPIs, supporting professional and personal development and shaping the design and culture of the operations team
Line manage teams including performance management, talent management, resource planning - providing on the job learning, coaching and mentoring, addressing skills gaps and Career Development Plans, evolving individuals and team structures accordingly
In order to be successful in this role, we need someone who has:
An IT or business degree or equivalent academic qualifications or relevant work experience.
Strong service management background, with relevant professional certification
At least three years' experience in a similar role
Excellent time management and people skills
Exceptional verbal/written communication skills
Demonstrable record of achievement of results
Strong coaching and mentoring skills
Highly organised, accountable and results-oriented with great attention to detail
A passion for enhancing the customer experience