IT Operations Manager at GVA Partners

Our client is seeking to hire a highly skilled IT Operations Manager to join a dynamic team.

Responsibilities:

• Ensure all the SLA and Under Pinning Contract with reference to Infrastructure and desktop services are appropriate and updated
• Ensure appropriate documentation as part of Service Level Management Process is updated, prepared and maintained.
• Structured calendared reviews with key stake holders & 100% coverage of accounts with the Executive Summary
• Customer complaints - Closure of all customer complaints within SLA.
• Ensure closure of all actionable of meetings / reviews
• Ensure month on month improved User Satisfaction Survey Rating
• Repetitive issues to be referred to problem management and solution effectively implemented to eliminate repetitive issues
• Ensure adherence to ITIL processes and SOW compliance
• Non-Conformance Closure as per agreed timelines
• Service delivery assurance to ensure maximum service availability and performance to customer’s infrastructure.
• Driving and implementing operations services strategy in order to achieve performance and quality.
• Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues, and communicate this information to the engagement team.
• Building the subject matter expertise within the function and provide resources into approved projects whilst maintaining operational coverage and efficiency.
• Performing Data Center and/or System Consolidation/Relocations, including Migration Planning/Design, Communication, Coordination and Execution.
• Demonstrate an in-depth understanding of partner contract nuances to execute programs effectively.
• Ensure continual improvement in customer satisfaction, delivering higher value services and productivity
• Manage day-to-day 24 /7 operations, in the area of desktops, infrastructure networks and applications to exceptional levels of service in excess of business expectations.
• Experience to understand and capture business and technical requirements.
• Participates in client presentations and discussions to present the technical solution.
• Develop, implement and maintain a value-adding regime of key performance indicators
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
• Provide regular status reports and project information (Weekly/Monthly/Quarterly) to the Management team

Requirements:

• Bachelor’s degree in an IT related discipline
• Operational management experience in dealing with internal and external customer communications
• In depth knowledge and experience controlling variables such as time, scope and risk management
• ITIL V3 Foundation Certified and minimum of 8 years’ experience in Operations