• Monitor and evaluate operational performance 
• Analyze data and recommend continuous improvements
• Provide guidance and support to operations personnel
• Monitor and manage inventory levels
• Maintain records of operational activities
• Managing the budget for an operation to ensure that it is being used efficiently and effectively
• Ensuring that all operations processes meet company standards and are - Act as further escalation point for level 2 unresolved or escalated calls
• Take on a wider customer service role and promote the customer service ethics to maintain a high degree of customer service for all support queries and adhere to all service management principles
• Report to senior managers on any issue that could significantly impact the business and/or the client
• Ensures knowledge management systems and documentation are kept up to date
• Provide technical leadership to the IT Operations team that provides system operations, change management, configuration management, user support, IT security, database administration, and training
• Coordinate team efforts to resolve service interruptions and other operational issues
• Work closely with the Service Delivery Manager who maintains the operations project schedule, budget, resource plan, and deliverables compliance
• Managing projects that involve new product development/deployment or changes in technology
• Monitoring employee productivity and attendance to identify any areas for improvement
• Mentor staff to improve the capabilities and efficiencies of the onsite deskside support.

Qualifications: 

• Bachelors degree in business, operations, or IT related field
• 5+ years of experience in operational management
• ITIL Certified and other IT certifications (eg. Microsoft, Lean etc.) would be an advantage
• Solid understanding of operational processes and systems
• Excellent leadership skills
• Excellent communication and interpersonal skills
• Experience in managing and supervising a team in the delivery of high-quality work outputs and team performance
• Experience in addressing complex issues and demonstrated incident/problem management skills
• Proficient in Microsoft Office and other related software
• Demonstrated stakeholder engagement skills

Please refer to job description.