Operations Manager

An exciting opportunity has arisen to work for one of the leading tech companies, looking for a strong Operations Manager. To be successful in this position, you must have strong people management experience ss well as management of all service day to day operations. This role requires someone who is prepared to integrate with all departments. The role is a hands on and the successful candidate will work with their team to deliver service excellence. Good organisation skills, flexibility when being presented with new situations and being able to manage multiple tasks and enquiries is crucial. This person must be comfortable talking with a wide range of clients, and dealing with a range of new systems, to ensure high levels of pro-active customer care at all times. Decision making and taking necessary action is key.

Main Responsibilities

• Overall responsibility and ownership for customer service levels, client retention, Service Division performance, Service Level Agreement (SLA) and KPI achievement.
• Management of the Service Team as well as being hands on, approachable and focused on both internal and external resolution.
• Ownership of the Service Desk strategy. This includes planning, process implementation, improvement and updating, KPI setting and measurement.
• High levels of communication with all clients to ensure good relationships and high levels of customer satisfaction.
• Creating and delivering weekly reports, regular performance analysis and client specific ticket reports. Metric driven.
• Deal with any client complaints and manage escalations, where necessary.
• Manage the process of fault resolution from taking the initial call, tech support, visit coordination, engineer visits with full knowledge of the issues, correct equipment and historical data from any previous visits through to report and resolution.

Required Experience:

• Strong Management Skills
• Minimum of 3 years Operational Experience
• Excellent interpersonal and communication skills. The ability to communicate with both internal and external customers. Receive feedback, manage expectations and progress accordingly. Daily meetings with all departments. Tech Team Support Team Engineers