Lead Operations Engineer
vor 4 Wochen
Automation and Continuous improvement focus role Service Catalogues Owner role including service strategy, architecture design & senior pre-sales consultant responsibilities. Senior Role reported to MD. Fantastic Work Environment – great career opportunity.
Role:The Operations Lead will have experience in delivering services based on ITIL framework and manager business outcomes across Cloud, DataCentre, Network, UC, Security, End User Computing & Applications. You must have experience formulating Service Strategy meeting customers’ needs and objects and experience delivering Service Strategy to Plan/Service Design that delivers to business objectives. You will have the ability to gather requirements to map to service catalog items / or bespoke offerings as the Service Architect. You will work closely with Customer Service Lead (CSL) to ensure Customer Service Strategy is established and executed by the SDM Manager. You will apply an analytical and action-oriented approach to achieve service 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 list
- Service level management including Availability, Capacity, Security, Asset, Configurations, Service Management
- Work with Vendors & Suppliers to enhance and improve Service Catalogue
- Lead the Operations and SDM to innovate, evolve to improve operational capabilities to deliver customer experience by systemising adherence to processes, procedures and toolsets automation
- Establish efficient processes and automate customer on-boarding process
- Build Roadmap, build Service Catalog and action plans to balance risk, improvements, budget and service quality
- Work with sales team to design the customer solutions and jointly own the solutions sale with the sales team
- Excellent prioritisation and time management skills & Highly developed analytical and problem-solving skills
- Ability to manage output delivery of the offshore team by creating detailed work packages with quality assurance on an output
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 CMBD management. Experience in using an ERP system and managing vendors, onsite & offshore teams.
Key Accountabilities
Service Strategy: Define Automation strategies i.e. DevOps and Automation strategy for offshore and cost management to reinvest customer experience.
Service Assurance: Automate reporting and recommend reporting automation to clients.
Service Transition: Manage successful transition and remediation of new customer.
Service Operations: Ensuring operations are up-to-date i.e. Patch Management, Alert Maintenance.
Service Improvement: Focus and bring continuous improvement.
Financial Management: Accurately forecast work and movement of resources to satisfy demand without overloading key resources.
Customer satisfaction. Manage the Operations team and achieve the target commercial outcomes.
Required QualificationsTertiary 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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