Head of Operations
5 hours ago
**JOB TITLE - HEAD OF OPERATIONS**
Reporting to the Regional Director and assuming an important, senior role within the wider management team, the
Head of Operations is responsible for the company’s Managed Services operation.
This key individual will be technically minded with an exceptional customer focus, developing go to market strategies across people and technology elements that offer innovative, proactive solutions to our current and future customer base.
Supporting the sales team in the presentation of solutions, this role takes accountability for the development, presentation, execution and ongoing improvement of this key strategic business unit.
**SPECIFIC AREAS OF RESPONSIBILITY INCLUDE**:
1. Managed Service Desk
- Managing the operational performance of service desks deployed at customer premises as well as those delivered out of the 24*7*365 Pink Elephant Service Centre to agreed SLA’s
- Mentoring and coaching of Service Desk Managers and Team Leaders in achieving best
- practice based services for multiple local and offshore desks.
- Development and execution of innovative solution sets
- Successful transition of new Service Desks into live operations
- High quality standard customer reporting
2. Technology
- Management of a team of developers in support of the current technology stable incorporating Servicely
AI, Cherwell Service Management, Freshworks and Beyond Trust software solutions
- Ensuring training and development of team members in accordance with vendor compliance
- Development of standard implementation approaches
- Creative solving of customer technical challenges
3. Service Delivery
- Management of account specific Service Managers in their role of keeping Pink Elephant front of mind with customers through service excellence.
4. Internal IT
- Management of the delivery of internal IT support services and solutions across desktop and service centre SAAS product suites.
**KEY ATTRIBUTES**:
- Previous service delivery / service centre experience in large IT environments
- Passionate about customer service and continuous improvement
- Technical mindset and understanding of wide-ranging technical platforms
- Solid people motivation and management track record
- Solutions focussed
- ITIL® certification is advantageous
**Job Types**: Full-time, Permanent
**Experience**:
- Service Delivery / Service Centre: 4 years (required)
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