Head of Managed Service Operations

Role Purpose 

As part of the Operations Management Team, you will play a vital role in ensuring our Managed Services team delivers on our purpose for both our customers and our people. You will be instrumental in leading the department through its next phase of transition, with a goal of supporting future growth ensuring long-term sustainability and profitability. Ensuring our 24x7 operation run smoothly and driving our commitment to the SDI programme as part of this role is key.

As a hands-on manager you will lead teams to successfully provide consistent, high-quality service in line with SLAs and customer requirements. Focus on continual process evaluation, developing operational efficiencies and productivity will drive your decision making. You will also inspire the team to onboard new services, technologies and processes.

To be successful you will be a driven leader with experience in operational delivery roles and experience of developing, delivering and monitoring day-to-day operations. You will be motivated by a passion for getting the job done whilst maintaining high levels of customer services and quality output.

You will be passionate about building cross-departmental relationships at all levels, promoting and maintaining high morale and effective engagement at all times.

Key responsibilities 

Strategic

• Build the strategic plan for the Managed Service Operation – made up of NOC, Service Desk, Infrastructure and Event Management Teams
• Collaborate with leadership to align operational processes with business objectives and growth target
• Drive improvement through change with your operational managers
• Drive engagement through the teams

Operational 

• Manage capacity and resources to support sustainable growth
• Understand and drive delivery to meet the department’s operational plans.
• Find root causes quickly to drive improvements to problems.
• Continual planning, evaluation and implementation of service initiatives and improvements that maximises efficiency and cost savings including monitoring and analysis of staff and resource utilisation and effectiveness of internal systems.
• Contribute to defining, developing and fulfilling service offerings.
• Present areas of key operational indicators and achievements and plans as part of MI packs
• Ensure adherence to industry-standard auditing practices and compliance requirements

Finance 

• Identifying, monitoring and reporting on key metrics for your area(s) of responsibility.
• Collate relevant statistical evidence as required, being proactive in the use of data to assist in decision making processes.
• Present statistical and financial reports as and when required

Team Management, Leadership & Development 

• Provide leadership to the Managed Service Operations team – ensuring good visibility and communication flow of both departmental and organisational strategies.
• Creating an engaging and positive, collaborative working environment, encouraging feedback and continuous improvement at all times.
• Manage departmental and individual performance to positively impact on defined KPIs.
• Build a strong team and provide team members with the direction, resources and environment needed for success.
• Motivate and inspire teams to achieve extraordinary results.
• Adopt a coaching managerial approach and instil confidence in your team members.
• Communicate openly and regularly through team and individual communication i.e. team meetings; one-to-ones; appraisals and development plans.
• Working collaboratively to matrix manage team members from other teams as required.

Managing Relationships

• Build and maintain effective, collaborative relationships with cross-departmental, internal teams as well as customers as required.
• Foster a unified sense of shared vision and achievement amongst our people.
• Establish relationships with external partners and providers in order to maximise on commercial negotiations and ensure smooth delivery.
• Attend sales meetings to communicate department initiatives and gather feedback for operational improvement.
• Attend customer meetings and service reviews as required to ensure a balanced external lens is maintained.

Knowledge & Experience 

Required 

• Experience of delivering services within a reseller/MSP environment
• The ability to balance the EX and CX within a service operating model
• A keen willingness to get things done and take ownership and action
• An ability to support the creation of new service models, turning thoughts into actual operating models
• Experience of managing diverse, remote and independent technical teams
• Experience of demonstrable CSI strategies with evidence of success
• Experience of managing 3^rd party partners to internal standards
• Experience of onboarding large and complex service contracts
• ITIL Practitioner certification

Desired 

• Project Management or Operations Management Certification
• Awareness of the SDI certification programme

The Company

This is CAE - Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, and be chosen by our customers, partners and everyone in the CAE family, because of our unique understanding, total commitment and positive engagement.

We get recognised in a number of different ways:

• Having ISO9001 and 27001 certifications
• With multiple awards from manufacturers including Cisco and Dell Technologies
• Being 3 star accredited with the Service Desk Institute
• Within our industry with shortlists and wins from CRN
• and every time we get an order from one of customers – recognising that we are their partner of choice whether they are in the Commercial, Public or not for profit sectors

It is our approach that sets us apart and our people that make us different #thisishowwedoit

What is next?

If successful, one of our dedicated recruitment team members will be in touch with you for a screening call. Please note, we will always endeavour to acknowledge every application we receive, however, due to the high volume of applications, we are unable to reply to every individual with specific feedback.

Benefits:

• MediCash
• Investors in Personal Development
• Pension Scheme
• Death in Service
• Staff Referral Scheme
• Discounted Private Medical Insurance
• Tech Scheme
• Will writing
• Additional benefits: Shopping discounts, Length of service awards, Flu Vaccination Vouchers, Employee Recognition, Annual leave entitlements, Cycle to Work Scheme, Fresh Fruit

CAE Technology Services are an equal opportunities employer. We are committed to eliminating discrimination and encouraging diversity across our workforce. We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement.