Managed Services Operations Manager

Closing Date: 4 December 2020

Role Purpose:

  • To lead, develop, manage and motivate a team to deliver excellent customer service in line with Inoapps' contractual agreements
  • To take responsibility for the performance management of the team and individuals within it to meet productivity and service standards

Key Accountabilities include but not limited to:

People Management and Development

  • Manage the workflow and resources of the team to meet Inoapps contractual obligations
  • Manage the sickness, vacation and training levels within the team in order to optimise productivity and quality standards.
  • Coach, develop and motivate the team members to achieve their full potential
  • Own the full induction process for new employees/team members
  • Ensure that all team members comply with all company department and customer policies and procedures, to include being available to help address personal issues that may affect performance at work
  • Review productivity & utilisation data to manage the team & identify resource requirements
  • Plan and implement effective training and development activities to meet contractual and business objectives
  • Manage motivation, reward and recognition processes which deliver staff satisfaction
  • Eliminate any single points of failure
     

Operational Management

  • Be available to assist with enquiries and escalations 
  • Recommend and deploy service improvement activities
  • Effectively use Inoapps technology to manage customer satisfaction and quality
  • Monitor and manage all Service Now queues ensuring that quality and SLA targets are achieved
  • Deputise for the Head of Managed Service Operations
  • Undertake ad hoc projects as agreed with the Managed Services Management team
  • Establish a thorough working knowledge of contracted service provision agreements
  • Utilise customer satisfaction feedback, to drive service improvement activity in conjunction with UK Management team
  • Operational ownership of new client and service transition activities into and out of Managed Services

Managed Services Development

  • Work as part of a team to achieve the MS development plan objectives
  • Influence Remote Service strategy and plans to benefit of all stakeholders

Knowledge and Experience

  • Minimum 12 months’ experience in customer facing Applications Support role
  • Experience of managing global support service
  • Excellent individual/interpersonal management skills
  • Experiences of managing and motivating teams
  • Managing capacity and utilisation
  • SLA & KPI management
  • ITIL qualified
  • Oracle Cloud and Applications knowledge
  • Ability to plan, organise and fully utilise internal and external resources
  • The ability to communicate at all levels both verbally and in writing
  • Influencing and negotiation skills
  • Ability to maintain operational effectiveness in a highly pressurised environment
  • Flexible and Adaptable to change

 

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