The Operations Manager will play a critical role in overseeing the day-to-day operations of our managed IT services division. This position requires a dynamic leader who can effectively manage teams, streamline processes, and ensure the highest levels of customer satisfaction. The ideal candidate will have a deep understanding of IT service management and a proven track record of success in a fast-paced environment.
Key Responsibilities:
- Lead and manage a team of IT professionals, including technicians, engineers, and support staff.
- Develop and implement operational strategies to optimize service delivery and improve efficiency.
- Monitor key performance indicators (KPIs) and metrics to track the performance of the managed IT services division.
- Ensure compliance with service level agreements (SLAs) and quality standards, and take corrective action as needed.
- Collaborate with cross-functional teams, including sales, marketing, and finance, to align goals and objectives.
- Identify areas for process improvement and implement best practices to enhance operational effectiveness.
- Conduct regular performance reviews and provide coaching and development opportunities to team members.
- Foster a culture of continuous improvement and innovation within the managed IT services division.
- Manage client relationships and address any escalations or issues in a timely and professional manner.
- Stay informed about industry trends and emerging technologies in IT services and make recommendations for strategic initiatives.
Qualifications:
- Bachelor's degree in information technology, computer science, or a related field (master’s degree preferred).
- Minimum of 7 years of experience in operations management, preferably in a managed IT services environment.
- Strong leadership skills with the ability to inspire and motivate teams.
- Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders.
- Thorough understanding of IT service management frameworks such as ITIL.
- Proven track record of driving operational excellence and achieving results.
- Experience with project management methodologies and tools.
- Relevant certifications such as ITIL, PMP, or CompTIA are a plus.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Strong analytical and problem-solving skills.
What we offer in return:
- Exciting opportunities to create and grow in a rapidly growing organisation that is a disruptor in the telco-tech space.
- Amazing colleagues and culture that encourages you to do your best work while staying authentic and true to yourself.
- A workplace that puts your individual needs at the core: Hybrid or In-Office – choose a work rhythm that suits you and your team. We focus on outcomes and believe that you can deliver your best work, working anywhere, anytime.
- Wellness first. We believe that wellness goes beyond team celebrations and birthday parties. Our holistic approach to wellness gives you opportunities to recharge, connect and explore, at and outside work. In addition to the standard leave entitlements, we offer:
o 1 day of wellness leave every quarter for you to take for your health and wellbeing, and explore your personal passions.
o 20 days to work from anywhere each year, allowing you more flexibility to explore and connect with your interests while delivering work you will be proud about.
We believe that skills, knowledge and experience can come from a diverse range of life experiences. You may not have ALL the listed requirements for this role but this should not hold back! If you believe that you have what it takes for this position, are willing to learn, and you identify with the values and mission of MyRepublic, we would love to hear from you. We celebrate diversity and look forward to hearing from a diverse group of applicants. We do not discriminate on any factor in our hiring process.
