VMS Tech Operations Manager

VMS Technology Operations Manager

Location: Luton/Hybrid

The Role

The VMS Technology Operations Manager is responsible for managing the service delivery and performance of the UK-based Tech Ops team. As part of the Impellam Centre of Excellence the Technology Operations team supports all Impellam accounts delivering our recruitment / professional services via either our own proprietary VMS technology, or third-party technologies (SAP Fieldglass, Beeline). This is a hands-on management role that will combine the management of complex support tickets raised within the ticket management system and the line management of the UK Tech Ops Team; with a continual focus on upskilling and cross-skilling the team. Acting as an escalation point of contact for the Tech Ops Specialists, liaising with the Head of UK Tech or other internal escalation points, as required.

Skills and experience required for this role

• Hands-on role with ownership of complex tickets (to be used as training/coaching opportunities as required)
• Drive collaboration across UK/ US teams to ensure best practices can be shared and resources pooled when required
• Prioritises workload of the UK Tech Ops team via Freshdesk; and under the direction of the Head of Tech manages service delivery of the Tech Ops function
• Coach and manage team member individual SLA performance
• Actively develops career growth and builds technical and professional competencies of the Tech Ops team with a clear objective of ensuring the Tech Ops team is fully cross-trained on all VMS
• Monitoring ticketing tool to ensure all new incidents are responded to, triaged, and actioned within SLA
• Work closely with relevant provider (third-party or Impellam IT) to resolve issues within SLA
• Proactively monitor system integrations/connectors
• Produce Freshdesk SLA dashboard monitors with narrative/insights useful to the business
• Recommend and implement system changes to improve efficiency and reduce errors

About you

• Resilience under pressure - with the ability to plan, prioritise, reprioritise, and delegate whilst working on time critical issues
• Advanced knowledge of at least one external VMS (preferably SAP Fieldglass, Beeline)
• Strong problem solving and analytical skills
• Excellent verbal and written communication skills - you will be required to explain complex technical issues to non-technical users
• A passion for recruitment technology and innovation - likes to challenge the status quo, and is curious in nature
• Ability to handle very large data sets in MS Excel

What Can We Offer You?

• A competitive salary package
• 25 days annual leave plus public holidays, and your birthday off
• Company pension,
• Blended working - from home and our London office
• Benefits
• An environment where your learning and development is supported through a range of various learning tools and courses

Impellam is a connected group providing global workforce and specialist recruitment solutions. Our 2000 people and market leading brands work across a broad spectrum of industries and job categories throughout North America, the UK and Europe and Asia Pacific.

At Impellam we believe in the power of work.?

Through the power of work, we build better businesses and help people lead more fulfilling lives.?

Our strength lies not just in our brands, and their specialist vertical markets and regional knowledge, ?but in how we are united by one purpose, one culture, one ?driving force.?

We call it Virtuosity. It's why we're different. It's our determination to do even more and to always be ambitious and brave for our customers and candidates.

None of this would be possible without a culture based on trust. That's why we have an ambitious vision to be the world's most trusted workforce and specialist recruitment solutions group, trusted by our people, our customers and our investors in equal measure.?

We trust our Virtuosos and give them the freedom and autonomy ?to do the right thing, to adapt and see the possible in the impossible. We make sure people make ?the difference. ?

Together, we can deliver ?a world where you'll always ?have exceptional people ?doing exceptional work.?

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.