Operations Manager (Technical Service Manager )

Job Description:

The Operations Manager plays a pivotal role in bridging operations and service management with technical expertise, providing strategic oversight, technical advice, and leadership in the deployment and management of IT services. This role demands a blend of technical acumen, operational excellence, and service management proficiency, aimed at delivering superior technical solutions and services that align with business goals and customer expectations.

Responsibilities:

1. Strategic Technical Leadership:
   • Serve as a key technical advisor, guiding the organization's strategic direction in technology deployment and service management.
   • Develop and implement technical strategies that enhance operational efficiency, service quality, and customer satisfaction.
2. Technical Advisory and Consultation:
   • Provide expert consultation on technical solutions and services, ensuring they meet business needs and compliance standards.
   • Stay abreast of industry trends, emerging technologies, and best practices, advising on their adoption and implementation.
3. Service and Technical Team Management:
   • Lead a multidisciplinary team of IT and service professionals, fostering a culture of technical excellence and continuous improvement.
   • Manage technical service delivery, ensuring robust, scalable, and secure solutions that exceed customer expectations.
4. Operational Excellence and Process Improvement:
   • Champion operational best practices and continuous process improvement, leveraging technology to streamline operations and enhance service delivery.
   • Implement best practices in accordance with top managed services organizations, focusing on efficiency, scalability, and customer-centric solutions.
5. Quality Assurance and Technical Standards:
   • Ensure adherence to technical standards and best practices in service delivery, maintaining high levels of quality assurance and control.
   • Conduct technical reviews and audits to ensure compliance with industry standards and regulatory requirements.
6. Client Relationship and Technical Support:
   • Build and maintain strong relationships with clients, understanding their technical needs and ensuring they are met with high-quality solutions.
   • Oversee the provision of technical support, ensuring timely and effective resolution of issues and technical inquiries.
7. Risk Management and Security:
   • Oversee risk management processes for technical operations, identifying potential risks and implementing mitigation strategies.
   • Ensure robust security protocols are in place to protect data and infrastructure, in line with industry best practices.
8. Project Management and Innovation:
   • Lead technical projects, ensuring they are executed efficiently, meet deadlines, and deliver innovative solutions.
   • Encourage innovation within the team, exploring new technologies and methodologies to enhance service delivery and operational effectiveness.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum of 5 years of experience in system and network engineering with a focus on Windows/Microsoft environments.
• Experienced with tools and systems such as:
• Active Directory
• Exchange
• Sharepoint
• VMWare (HCI)
• M365 Administration
• Azure (very little)
• SAP (Good to know)
• Forticlient
• Fortigate
• Aruba
• TrendMicro (XDR)
• Vectra (Network detection and response)
• Microsoft Defender
• Eyeglass (Replication and Security)
• Symantec (For Storage)
• Proven experience in a technical leadership role, with a strong background in IT service management and operations.
• Proven track record of performing technology consultations, accurately scoping projects, and leading successful deployments of IT infrastructure solutions.
• Exceptional leadership and team management skills, with the ability to inspire and develop technical teams.
• Experience in designing and implementing complex IT infrastructure projects, with a focus on scalability, security, and performance.
• Strong analytical skills with the ability to assess current technology environments, identify opportunities for improvement, and recommend solutions that align with business goals.
• Familiarity with best practices from top managed services organizations, including ITIL, and certifications in these areas are highly desirable.
• Excellent communication and stakeholder management skills, with the ability to translate technical information into business terms and vice versa.
• Strong project management skills, adept at managing multiple technical projects simultaneously.
• In-depth knowledge of quality assurance, risk management, and IT security protocols.
• Excellent problem-solving and communication skills.