Job Description
Head of Service Operations Centre
* Requirement to be on site minimum 3 days per week
* Located at our Service Operations Centre in Sheffield, UK
* 6 month contract
A rare opportunity has arisen to take the lead and drive the shared services delivery function for one of Ireland’s foremost Managed Services Provider (MSP) organisations.
The Head of SOC will work as part of the Customer Delivery Division Management. Reporting to the Customer Delivery Director, they will manage a team of 70+ people based in our Shared Services Centre across Sheffield and Dublin Locations.
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 management and monitoring environment, covering Level 1 End User Service Desk through to Level 3 Infrastructure support.
This is a Senior role and reports to the Customer Delivery Director. You will work as part of the Customer Delivery 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.
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 Delivery Managers to ensure flawless delivery to our end customers.
* Align with group sales and the customer delivery 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
Working @ Auxilion
Work matters. It’s where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.
Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
Auxilion works with many of Ireland and the UK’s leading Enterprise, Corporate and Public Sector companies providing a wide range of services covering Consulting, Managed Services, Digital Services and Project Services.