Operations Manager
Role Overview
Manage the performance of Level 1 and Level 2 services and support internal and external clients.
Ensure service levels are achieved, customer expectations are met or exceeded, and staff meet defined performance metrics and standards.
Key Skills for This Role
Full Job Posting
Company Overview
Zones provides end-to-end IT solutions across digital workplace, cloud and data center, networking, security, managed services, professional services, and staffing.
The company operates in more than 120 countries and serves customers through a broad technology and supply-chain portfolio.
Position Overview
Manage the performance of Level 1 and Level 2 services and support internal and external clients.
Ensure service levels are achieved, customer expectations are met or exceeded, and staff meet defined performance metrics and standards.
Leadership Responsibilities
- Build a cohesive team and manage people effectively through coaching and development.
- Set the long-term direction of the service desk and balance short-term team actions.
- Provide regular performance feedback, mentor staff, and motivate the team through rewards and recognition.
- Ensure staff compliance with company policies and performance measures.
- Lead from the front with no or minimal guidance.
Service Management Responsibilities
- Apply relevant industry standards and service management best practices.
- Maintain confidentiality and integrity when handling sensitive information and data.
- Interact effectively with employees and leadership from internal or client organizations.
- Proactively manage risk and maintain proper documentation.
- Adapt quickly to changing priorities and conditions.
Experience and Qualifications
- Minimum 12 years of experience, including at least 5 years in an operations manager role.
- Postgraduate education is preferred, with a minimum graduation degree in any discipline.
- ITIL and Six Sigma certification are required.
- Demonstrated ability to work with data, analyze information, and draw inferences.
- Ability to report effectively, create minutes, and develop action plans.
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