Managed Service Operations Manager

About the role

As a , you will play a pivotal role in overseeing the operational aspects of our managed services. This position requires a strong leader who can ensure that our services are delivered efficiently and effectively, meeting the high standards expected by our clients. You will be responsible for managing a team of professionals, optimizing processes, and driving continuous improvement initiatives to enhance service delivery. Your expertise will help shape the strategic direction of our operations, ensuring alignment with the company's goals and objectives.

Key facts

What you'll do

• Lead and manage the day-to-day operations of the managed services team, ensuring that all services are delivered in accordance with established SLAs and quality standards.
• Develop and implement operational strategies that enhance service delivery, improve efficiency, and reduce costs while maintaining high customer satisfaction levels.
• Collaborate with cross-functional teams, including sales, engineering, and customer support, to ensure seamless service integration and delivery.
• Monitor and analyze key performance indicators (KPIs) to assess operational performance and identify areas for improvement.
• Establish and maintain strong relationships with clients, acting as a primary point of contact for service-related inquiries and issues.
• Conduct regular reviews of service delivery processes and workflows, recommending changes and improvements as necessary.
• Oversee the onboarding and training of new team members, ensuring they are equipped with the necessary skills and knowledge to succeed in their roles.
• Manage the budget for the managed services department, ensuring that resources are allocated effectively to meet operational needs.
• Drive a culture of continuous improvement within the team, encouraging innovative thinking and problem-solving.
• Prepare and present regular reports to senior management on operational performance, challenges, and opportunities for growth.
• Ensure compliance with industry regulations and best practices, maintaining high standards of data security and privacy.
• Participate in strategic planning sessions to align operational goals with the overall business strategy of Ligadata.

Requirements

• A minimum of 5 years of experience in operations management, preferably within a technology or managed services environment.
• Proven track record of successfully managing teams and delivering high-quality services to clients.
• Strong understanding of operational metrics and performance management principles.
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels of the organization.
• Experience with project management methodologies and tools, with a focus on delivering projects on time and within budget.
• Ability to analyze complex data sets and make data-driven decisions to improve operational performance.
• Strong problem-solving skills, with a proactive approach to identifying and addressing challenges.
• Familiarity with ITIL or other service management frameworks is a plus.
• Bachelor's degree in business, information technology, or a related field; advanced degree preferred.

Nice to have

• Experience in cloud services or big data technologies is a plus.
• Knowledge of regulatory requirements related to data security and privacy.
• Familiarity with customer relationship management (CRM) tools and software.
• Previous experience in a client-facing role, particularly in a managed services context.

Skills & tools

• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word) and project management software.
• Familiarity with data analytics tools and reporting software.
• Strong organizational skills and attention to detail.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.

Practical notes

• The specific location for this role is currently unknown, but candidates should be open to remote work or relocation.
• The salary for this position is competitive and will be determined based on the candidate's experience and qualifications.
• Visa sponsorship is available for qualified candidates, making this an excellent opportunity for international applicants.

META

Company: Ligadata

Title: Managed Service Operations Manager

Listed

location: Unknown

Job type: Full-time

Apply URL: https://ligadata.bamboohr.com/careers/137

Tags: Operations