Operations Manager 1

Main purpose of Job/Role:
To manage the day to day service delivery to Remote Service customers in line with contractual requirements. Responsible for creating and sustaining an effective, challenging and enjoyable working environment which supports the development and retention of staff and delivers customer service in line with financial objectives.

**Leadership**

Coach, mentor and guide Team Leaders, supporting a “safe-to-fail” environment, whilst weighing up the potential risks associated.

Ensure consistent and effective communication with teams and customer.

Display strong collaboration skills, working together to accomplish goals.

Establish an open discussion for decision making.

Recognise and support independent thinking.

Influence valuable changes and positive outcomes

Build trust and camaraderie between team members.

Inspire and motivate teamwork for achieving goals

**Operational and Customer Management**

Position the Computacenter/customer relationship as a partnership, demonstrating and in-depth understanding of the business requirements and customer’s expectations and taking ownership of operational customer issues through to resolution.

Assist the Team Leader to manage the resources within the team in order to optimise productivity and quality standards and meet contractual obligations.

End-to-End governance of the operational service, ensuring MOS data supports the day-to-day running of the services, with a strong focus of Continual service improvements, SLA attainment underpinned by excellent and consistent Quality.

Work in partnership with Computacenter Account Teams and the customer in regularly reviewing customer service and defining/implementing service enhancement opportunities.

Ensure SLA’s are achieved and client expectations are met (or exceeded).

Work closely with other Remote Service colleagues to ensure that knowledge, experience and skills are shared to the benefit of the wider Remote Service Teams and customer population.

Utilises customer satisfaction feedback, to drive service improvement activity

Trend analysis of relevant inputs (CSATs, Exceptions, Knowledge gaps) to drive continual service improvement, displaying a proactive stance to CI.

Work with the Account team, and operational teams to drive innovation and shift left opportunities.

**Commercial Management**

**_ Required:_**

A good understanding of the commercials relating to headcount management, and overall profitability of the account and general well-being of the customer from a commercial perspective.

A good understanding of the MOS and and Optimisation pillars; how to support it, and utilise it to drive the best outcome and performance of the customer.

Be able to proactively manage and report on costs and cross charges associated with the day activities related to the operational area.

All areas of commercials are considered before decisions made, ensuring that you take calculated risks when required.

Ensure the areas of the budget within your control are within the required parameters.

**_ Desirable:_**

A good understanding of the cost model, and knowledge of how to cost for additional services, as well as new take-ons, as well as how to interpret the data and make recommendations.

Budget control, ensuring our costs do not exceed our revenue, with constant review of incoming volumes vs headcount.

**People Management**

Good knowledge and understanding of HR policies and procedures

Review productivity and resource planning data to identify resource requirements and assist in recruitment and assessment centres.

Liaise with the Team Leaders in planning and implementing effective training and development activities to meet contractual and business objectives.

Identify profiles within the team and work with individuals to agree and maintain personal development plans which achieve business and personal goals.

Be available to help address staff issues ensuring all Corporate policies are understood, implemented and regularly reviewed.

Set the context and manage the conditions for a learning and empowered environment where personal skills development is encouraged and valued.

Set and manage personal and team standards of behaviour at work, to define the triggers for disciplinary action.

Initiate and manage motivation and reward and recognition processes which deliver staff satisfaction.

Consistent and fair management of staff

**Pre-sales support and Service Integration Support**

Assist in the pre-sales activities for new opportunities and customer visits.

Work as part of the operations teams to integrate new services.

Governance of delivery of new services is essential.

Effective and accurate costing for new business, as well as managing and measuring the accuracy of the outcomes

**Essential Knowledge/Skills**

Strong leadership skills

Flexible

Strong planning and organisational skills

Strong problem solving and reasoning

A good understanding of Computacenter (Group)