A rare opportunity has arisen to take the lead and drive the shared services delivery function for one of Ireland’s foremost managed services organisations.
The Head of SOC will work as part of the Operations Management Team, reporting to the Group Delivery Director, they will manage a team of 70+ people based in our Shared Services Centre in Sheffield.
Previous experience of managing large IT support delivery teams, ideally experience working within a managed service provider (MSP) environment.
- People Management
- Financial Management
- Senior Leadership
The Person
The right person will have experience in managing complex multi-disciplined IT Managed Services and will have worked at a senior level in service delivery roles in a fast-paced business. We are looking for a Senior Manager who has 7 years’ experience managing managers, and leading operations in a customer focussed, remote support environment, covering Level 1 End User Service Desk through to Level 3 Infrastructure support.
This is a Senior role and reports to the Group Delivery Director. You will work as part of the Operations Management Team whose objectives and priorities are three-fold, firstly to create a great place to work for our employees, secondly to deliver a great experience for our customers, and finally to deliver profitable growth to our organisation.
The role is Permanent with lots of scope to develop and shape your own group and is located at our Service Operations Centre in Sheffield, UK.
Key responsibilities:
- Lead the operational execution for our remotely supported managed services clients.
- Provide leadership for the End User, Infrastructure and Service Quality teams as they deliver our services into our clients.
- Build on the existing teams and tools, finding efficiencies and improving the use of our toolsets, and drive a continuous improvement mindset to ensure we are constantly identifying and implementing performance improvements.
- Work with the CTO to investigate new tools and service offerings.
- Work with the Group Delivery Director, Sales, and Finance departments to develop and grow the offerings we bring to market.
- Own and manage business units Profit & Loss (P&L), forecasting, budget, and commercial management.
- Lead, coach and drive performance for your direct team of managers.
- Act as a senior contact for the Operations Centre – engaging with senior executives, CEOs, CTOs and leadership in some of the most highly regarded brands in the UK and Ireland.
- Develop close partnerships and drive collaboration with our Ireland and UK based Customer Experience Managers to ensure flawless delivery to our end customers.
- Align with group sales and the customer experience teams to support account growth.
- Drive innovation and value-added activity for our customers.
- Ensure that operational SLA’s and targets are met to support the delivery of our services.
- Work with the project team on the transition of new services from project to service delivery.
Key targets for the role are:
- Drive employee attraction, engagement and retention – measured through attraction and retention, employee satisfaction, career progression, and talent mobility
- Best in class service – measured through customer satisfaction surveys and industry bench-marking.
- Commercial performance of P&L – measured through revenue growth and profitability
