Experienced Operations Director - Managed Services background
Our client is a growing and developing independent IT Managed Service & Comms Tech company with offices based in the Thames Valley and Northampton area.
Reporting to the Managing Director, the newly appointed role of Operations Director will effectively ensure the business achieves and sustains an optimum level of productivity and profitability through delivery of services. This is an important role in the Company and will work closely with the Executive Team to contribute towards the broader development of the business and respond to new and changing requirements as the working environment develops.
Key focus is to manage and develop the Operational functions across the business: oversee and direct the day-to-day activities of both our internal and external information technology, ensuring that our systems, services and infrastructure work reliably and securely. The Operations Director will devise and adhere to business processes to ensure the most cost effective delivery of services and the ability to accurately report on the performance of the departments at Board Level.
Responsibility will also be to optimise productivity of the Operational Teams (Professional Services and Managed Services) and develop the skills and interface with other areas of the business. The role will make a critical contribution to the overall direction of the business, placing a strong operational emphasis on both the strategic and tactical decisions made by the Executive Team.
Key Responsibilities: (list key tasks, responsibilities, deliverables etc.)
Lead teams that develop and implement networks and infrastructure services, respond to user help desk requests and monitor system stability and performance.
Provide guidance and leadership to the Delivery teams (Consultancy, Project Management, Operations and Support)
Ensure the onshore/offshore department is resourced with sufficient, well trained and well-motivated staff and that staff are developed to their potential in line with current and predicted operational needs
Handle client escalations, resolving user issues and monitoring the performance of delivered services/Operations to prevent delays and outages and quickly resolve ongoing issues
Provide daily, weekly, monthly and quarterly network and infrastructure controls and management, developing industry best-practice when it comes to capacity planning, change management and performance management
Perform data analysis of services delivered, associated reporting and identify service improvement programmes. Ensure all orders above an agreed threshold meet all the criteria laid down by the Company and contain sufficient information to ensure customer expectations can be met and projects should deliver an acceptable level of profit to the business.
Provide input, preparation and support to contractual Service Reviews
Perform the necessary proactive operational maintenance to ensure minimal downtime
Ability to approach service delivery problems with a management perspective and encourage procedural solutions. Provision of sufficient internal and external resource to deliver all orders within customer committed timescales and to the agreed standard, whilst minimising the cost to the business. Ensure accurate management and reporting controls are in place to meet the above requirements.
Demonstrate flexibility to manage activities across sites as required
Manage team workload to ensure operational, project and service efficiency
Develop IT policies and procedures to ensure that the department operates effectively and reliably. This will include but not limited to SLA`s and KPI`s
Ensure end Client SLA targets are achieved, establishing and maintaining strong relationships in conjunction with account management function. Check and verify these in relation to customer understanding, invoicing and service delivery.
Manage 3rd party vendors and associated commercial agreements including but not limited to OLA`s (Operational