Job Description: This is an Automation and Continuous Improvement focus role, serving as the Service Catalogues Owner.
Responsibilities include service strategy, architecture design, and senior pre-sales consulting.
This senior role reports to the Managing Director and offers a fantastic work environment with great career opportunities.
Our client is a renowned Managed Service Provider, serving a wide variety of clients from Enterprise to SME sectors, including government and private corporations.
Role: The Operations Lead will have experience in delivering services based on the ITIL framework and managing business outcomes across: Cloud Data Centre Network UC Security End User Computing Applications You must have experience formulating Service Strategy to meet customers' needs and objectives, as well as delivering Service Strategy to Plan/Service Design that aligns with business objectives.
The ability to gather requirements to map to service catalog items or bespoke offerings as the Service Architect is essential.
You will work closely with the Customer Service Lead (CSL) to ensure the Customer Service Strategy is established and executed by the SDM Manager.
An analytical and action-oriented approach is required to achieve incremental and large-scale improvements as part of Continual Service Improvement.
The position also involves the following: Own the Service Catalogue and align all operational toolsets & detailed task lists.
Service level management including Availability, Capacity, Security, Asset, Configurations, and Service Management.
Work with Vendors & Suppliers to enhance and improve the Service Catalogue.
Lead the Operations and SDM to innovate, evolve, and improve operational capabilities to deliver customer experience by systemizing adherence to processes, procedures, and toolsets automation.
Establish efficient processes and automate customer onboarding processes.
Build Roadmap, Service Catalog, and action plans to balance risk, improvements, budget, and service quality.
Work with the sales team to design customer solutions and jointly own the solutions sale with the sales team.
Exhibit excellent prioritization and time management skills & highly developed analytical and problem-solving skills.
Manage output delivery of the offshore team by creating detailed work packages with quality assurance on output.
Experience: Experience within a Managed Services environment, supporting multiple customers' network and server infrastructure.
Operational toolset design & improvement (Sciecelogic, Kaseya, Veeam One, WSUS, etc.).
Experience with asset and CMDB management.
Experience in using an ERP system and managing vendors, onsite & offshore teams.
Key Accountabilities: Service Strategy: Define Automation strategies, including Dev Ops and Automation strategy for offshore and cost management to reinvest in customer experience.
Service Assurance: Automate reporting and recommend reporting automation to clients.
Service Transition: Manage successful transition and remediation of new customers.
Service Operations: Ensure operations are up-to-date, including Patch Management and Alert Maintenance.
Service Improvement: Focus on and bring continuous improvement.
Financial Management: Accurately forecast work and movement of resources to satisfy demand without overloading key resources.
Key Result Area: Customer satisfaction.
Manage the Operations team and achieve the target commercial outcomes.
Required Qualifications: Tertiary qualifications in an IT or related discipline.
ITIL Certification & Certifications in Security Management.
Certifications in infrastructure & architecture design.
What is on offer: Base Salary + super.
Permanent position.
Excellent leadership & client engagement role.
Excellent office & culture - where people enjoy their job and always learn a lot.
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