Operations and Project Manager - Expit

Full Job Description

Operations and Project Manager IT Services

As Operations and Project Manager, you will be responsible for leading, managing, and developing the operations and project teams. The ideal candidate will have previous operations management experience, a natural talent for getting the best out of teams, and a sound understanding of the technologies. Exposure in the field of systems management, data center, and cloud technologies is desirable.

1. Design and deliver support and service solutions for customers
2. Monitoring the effectiveness of the team and driving through change as needed to deliver continual service improvement
3. Ensure operational procedures and practices are well defined, documented, and consistently applied
4. Instill a high-performance culture in the team with a focus on teamwork, service excellence, and ownership for resolving customer issues
5. Be capable of identifying and implementing change within the team to ensure it can take on new service offerings
6. Contribute proactively to new service development
7. Work closely with the Sales and Account Manager to ensure new customers are onboarded with seamless handover/transition
8. Encourage open communication between team members allowing the team to bring forward ideas on how they can collectively deliver a more effective service
9. Set and cascade business objectives and targets to the team
10. Ensure teams are skilled, trained, and developed to enable them to deliver high-quality service and support
11. Successfully manage a number of projects simultaneously
12. Coordinate all aspects of project delivery including defining project scope, specifying deliverables, estimating project duration, effort and cost, managing project budget, creating detailed project plans, schedules, and managing change requests
13. Manage and develop strategic partnerships with third-party suppliers and other internal stakeholders
14. Ensure quality, up-to-date documentation exists for all engagements
15. Achieve consistent customer satisfaction ratings and take responsibility for customer escalations and act as a point of escalation both in and out of hours as required

We are looking for an experienced Operations Manager from an external customer-facing IT Managed Services background with a proven track record of building, developing, and managing service delivery and support teams. You will have leadership and people management skills along with previous experience growing and developing an operations team. In addition to the above, you will also:

• Have a good level of commercial acumen
• Be able to identify opportunities for efficiency, cost reduction, and continuous improvement
• Have excellent communication, influencing, and customer management skills
• Have technical understanding of Data Center and cloud technologies
• Master's or Bachelor's degree in business administration or computer science/engineering fields
• 2-5 years' experience in a Customer-facing role
• Successful track record in solution selling is highly desirable
• A general understanding of IT infrastructure concepts and technologies or any hands-on experience in the field of IT operations or administration
• Specific knowledge about Microsoft enterprise products will be an asset

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