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Operations Lead

Ballsbridge, Dublin 4 - On-sitePermanent

The Managed Services Operations Lead is primarily responsible for the continuous improvement of our already successful team by managing customer satisfaction staff development and being commercial awareness. You will be comfortable managing teams across multiple sites and working directly with key stakeholders within the customer.

Role Overview:

The Managed Services Delivery Team at Auxilion work with our customers delivering managed services solutions, onsite at client locations but also remote service desk based in our Sheffield office. These teams range from onsite helpdesks (Dublin and Belfast), service desks (Sheffield), and our 24/7 monitoring team (Dublin), and represent an integral part of our customer’s ability to support and grow their organisations.

As a Managed Services Operations Lead in Auxilion you are focused on three key goals, developing your teams, delivery of quality engagements to our customers, while ensuring financial objectives are met. You may be requested to assist any projects from the Auxilion Project Services Team on occasions.

What you get to do in this role:

Responsible for customer satisfaction throughout the engagement cycle ensuring that the client’s expectations of delivery is clearly defined and met. Responsible for overall customer satisfaction with onsite teams, in-line with KPIs.
Build and lead a motivated high performing team; creating a culture of high performance
Set objectives and meaningful KPIs, supporting professional and personal development and shaping the design and culture of the operations team
Line manage teams including performance management, talent management, resource planning – providing on the job learning, coaching and mentoring, addressing skills gaps and Career Development Plans, evolving individuals and team structures accordingly
Reports service performance to customers and to the business in line with governance requirements and defined business standards (weekly/monthly/quarterly/annually).
Understand our customer’s needs and processes to ensure we can support and improve their activities via innovation and service improvement plans.
Implementation of a continual service improvement plan and in conjunction with the customer and their business needs.
Responsible for building and managing an operational relationship with our key Partners, critical to providing the service to our customers.

In order to be successful in this role, we need someone who has:

Strong Service Delivery Management background in ITSM environment
ITIL certification an advantage
At least 1-2 years’ experience in a similar role
Stakeholder and Vendor Management experience
Strong coaching and mentoring skills
Commercial awareness
Highly organised, accountable and results-oriented with great attention to detail
A passion for enhancing the customer experience
Strong communication skills

What experience will you have:

Account Management & Sales Track Record
Proven track record of developing customers.
Resourcing/Recruitment Experience from career to date (Ideally Technology or I.T.).
A professional manner and experienced in servicing customer’s via in person meetings.
Excellent written and verbal communication skills
Ability to present and network at all levels within an organisation
Strong organisational skills

Desirable:

Proposal/Bid experience
Knowledge and experience within the I.T. Contracting Market

Operations Lead

Role Overview:

What you get to do in this role:

In order to be successful in this role, we need someone who has:

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