Job Vacancies at Tek Experts

Overview

• We’re in search of an Operations Manager to hold a strategic role in our company, overseeing the distribution of resources throughout Tek Experts.
• This role is accountable for monitoring and achieving all performance targets and ensuring we strategically meet all SLAs agreed upon with our clients in a global way.
• You will coach and develop team managers, drive overall employee engagement, and ensure financial targets are achieved while building and maintaining relationships with key client contacts.

Responsibilities

• The Microsoft Dynamics team provides support for top-of-the-line business applications from Microsoft, their partners, and their customers around the globe, including Dynamics 365 Operations, Dynamics 365 Business Central (ERP), Dynamics 365 Customer Engagement (CRM), and Microsoft Power Apps and Flows, a next-generation software integration/automation.
• First-level Support Engineers work directly with customers on cases, maintaining communication via phone, email, and remote support screensharing.
• To resolve issues quickly, you will collaborate with peers, technical leads, high-level Microsoft engineering teams, and other product teams.

This Role Will:

• Ensure that all targets and SLAs are met at a global level.
• Deliver the business plan, aligning customer and Tek Experts strategy while maximizing operational excellence.
• Establish and monitor operational processes to meet or exceed customer expectations and ensure high customer satisfaction.
• Implement process improvements, including change management, to enhance performance for clients or reduce costs for the company.
• Ensure the right balance of resources to maintain service delivery within agree-upon budgets.
• Drive business strategy for your site to maximize operational excellence in accordance with the overall organizational strategy.
• Implement operational processes to successfully manage site activities and seek out cost-effective solutions that improve strategic and tactical operations.
• Coach, mentor and inspire the first line management team to live the Tek Experts values and achieve high employee engagement, to work with people, to structure teams, and to evaluate team performance.
• Lead resource planning processes that grow internal talent and create contingencies for short-term capacity gaps.
• Develop and implement KPIs to measure effectiveness and ensure business goals are met.
• Build managerial capability within the management team and pipeline related to the employee lifecycle.

Qualifications
In this role:

• A Bachelor’s or Master’s Degree in Business Administration, Projects, Economics or a related field is preferred.
• 5 - 10 years of experience in technical support, software support, IT operations or infrastructure services are required, with at least 3 years of managing teams.
• Experience in supporting cloud-based technologies is helpful.
• Excellent understanding of technology-based environments and solutions is required.
• Certification in MS Azure, MCSE, CCNP, Linux, and/or in the core team technologies is preferred.
• Strong organizational, planning, leadership, and management skills to motivate and develop employees are required. 

Dynamics is a good fit for you if:

• You’re familiar with Dynamics 365 Operations, Dynamics 365 Business Central (ERP), Dynamics 365 Customer Engagement (CRM), and Microsoft Power Apps and Flows.
• You’re proficient in both written and oral English.
• You’re creative, adaptable and have strong problem-solving skills.
• You’re customer-obsessed, take the initiative and exceed expectations.
• You’re a fast learner interested in understanding our products.
• You’re proficient in both written and oral English.

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Overview

• We’re searching for a Senior Operations Manager (SOM) with proven experience focusing on people management (retention and talent), creativity, and who adds visionary thinking by establishing and assuring a high-performance culture within the designated Line of Business (LoB).
• Expected to drive cross-functionally engagements to have a broader impact than its respective LoB.
• The SOM is the most senior operations role at the Site/Country and has ample experience in leadership, communication, and leading a high-performing organization and client relationship management.
• The role assumes a daily interaction with the client assuring the performance targets and customer satisfaction is optimally managed.
• The role will operate within the Operations unit under the Global Delivery Lead and is available at all Tek Experts locations globally.

Responsibilities
Operational Responsibilities:

• Plan by prioritizing customer, staff, and organizational requirements while serving as part of the escalation path for operational issues when needed.
• Onboard a team of specialists and develop the business unit knowledge in Tek Experts.
• Manage and maintain strong relationships with clients, maintaining continuous lines of communication, and keeping relevant key stakeholders informed of all critical issues.
• Responsible for a wider perspective of metrics achievement while ensuring the support team meet KPIs and SLA.
• Manage Operations Managers and delivery managers locally
• Run, analyze reports, and create action items to improve the operation and ensure metrics achievement, owning and suggesting plans around people management, attrition, training, and empowerment together with team and stakeholders.
• Manage headcount numbers and work with the client director to update the quotas/targets
• Maintain open communication with the delivery team to review team’s status, metrics, possible issues/needs and proceed with actions while keeping the managers updated on latest news, action plans, etc.
• Attend regular operational and business review meetings as well as concurrent meetings with customer’s managers.
• Participate in the review processes and workflow to diagnose areas for improvement.
• Create, implement and maintain business processes, proactively proposing improvement plans where gaps are noticed.
• Performance management and people development (Talent Management) for the LoB.

People Responsibilities:

• Play a key role in building management depth by providing guidance and mentorship to all levels of leadership within the line of business.
• Responsible for communicating the strategy and guiding operations managers in attracting, retaining, and developing talent while driving culture and engagement initiatives.
• Ensure the performance management process is in place along with resource & succession planning.
• Develop strong, trusting relationships with operations managers and team members, coaching, mentoring, and inspiring the operations management team to deliver high employee engagement. Promote a culture that encourages top performance and high morale.
• Work with operations managers to create challenging & achievable goals while creating an atmosphere of success. Ensure employees know what is expected of them at work so that they can commit, deliver, and focus on what matters most.
• Manage policy design, approval, and compliance.

Qualifications

• Bachelor's Degree or equivalent work experience required, preferred ITIL or related certifications, master’s degree is desirable.
• Professional fluency in English is essential, both written and spoken.
• 5-10 years of leadership and people management experience in similar role or capacity, proven operations background.
• Proven experience of managing and developing two levels of management and their direct reports and the ability to build, develop and manage strong client relations, build on trust and integrity.
• Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions.
• Advanced analytical, evaluative, objective critical thinking, multi-tasking, interpersonal, people management, organizational, and presentation skills.
• Strong verbal and written communication and customer-centric focus - ability to communicate clearly and in a timely manner with team, customers, internal & external stakeholders.
• Strong People Management ability supporting company values, experience with leading multiple teams and in leading managers and teams through a fast changing environment.
• General knowledge of social, political, economics, finance, labor laws and regulations.
• Previous success motivating and engaging teams to deliver high customer satisfaction within defined cost budgets – performance management, staffing, management proficiency, coordination, coaching, and recognition.
• Previous experience managing operations business, process improvement, decision making, strategic planning, and quality management skills.