Operations Manager - PARADIGM EMPLOYMENT SERVICES LTD : Job Details

Technical Operations Manager

We have an exceptional opportunity for a driven, techsavvy Technical Operations Manager to join an award-winning business that provides fully managed IT, support, and cloud solutions across the North East of England. Their comprehensive IT solutions have been meticulously crafted through collaboration with diverse industries, ensuring the delivery of fast, effective, and reliable services whenever required.

We are eager to speak with applicants with proven technical skills, looking for an opportunity to bring fresh new ideas and has a desire to progress in their career, taking on more responsibilities and becoming a future industry leader.

Main Responsibilities for the successful Technical Operations Manager:

As Technical Operations Manager, you’ll be an intrinsic member of the Senior Leadership Team and be ultimately responsible for the performance & strategic direction of the Service Department.

• Work closely with the Managing Director and other stakeholders to create an industry leading strategy and implementation of customer experience for our clients.
• Develop, implement and analyse reports for clients including performance issues.
• Conduct regular service reviews on a monthly/quarterly basis and develop customer strategy.
• Monitor Service Desk tickets and ensure all client’s SLA’s are achieved and kept up-to-date.
• Manage relationships with external service providers and internal developers to ensure smooth operations.
• Provide hardware and software support including technical consultation and advice.
• Implement and maintain work instructions and checklists for use by Service Team.
• Involvement with special projects as assigned by senior management.
• Conduct new product and vendor research including training/procurement.
• Lead a Service delivery team and own relevant milestones and activities to deliver against the customer, business and people KPI’s with an eye for growth of market share.
• Identifying succession within the existing team; ensuring that development and mentoring are implemented.
• Ensure helpdesk and or administration technicians are aware of appointments and advise clients of time changes/delays.
• Monitor/assess/review performance of Helpdesk Support Staff and provide any necessary training.
• Pursue personal development of skills and knowledge necessary for the effective performance of the role.
• Follow & Adhere to the requirements of all Health & Safety and ISO standards in line with our Integrated Management System, working policies, operating procedures to ensure compliance is maintained.
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to health & safety procedures.

Main Requirements for the successful Technical Operations Manager:

• Proven experience working in a similar IT service delivery/technical operations role for a Managed Service Provider.
• Excellent people and process management skills.
• Superb communication and interpersonal skills, with a helpful, friendly, and confident telephone manner.
• Excellent IT skills, highly organised, with the ability to manage and prioritise workload effectively.
• Although not essential, experience or knowledge of implementing ISO20000 or ITIL would be highly advantageous.
• Full UK driving licence

What we offer to the successful Technical Operations Manager:

• Negotiable Basic Salary £45,000-£55,000+ per annum.
• Monday to Friday- (office based).
• Unrivalled career development prospects and opportunity to progress.
• Technology purchase scheme
• Health and wellbeing benefits scheme
• Dedicated monthly training day (In house, formal courses, or self-study)
• Quarterly Bonus Scheme
• Access to a company pool vehicle

If you are an IT service or operations manager with a desire to progress and be part of fantastic team, then this role is for you! Please do not hesitate to contact us for more details.

Paradigm Employment Services Ltd is acting as an Employment Agency in relation to this vacancy.