• Location: Edinburgh, Scotland
  • Salary: £60000 - £70000 per annum
  • Technology: Microsoft Jobs
  • Job Type: Permanent
  • Date Posted: 8th Feb, 2021
  • Reference: 08/02/2021MA1

As part of ongoing growth, my client is seeking a Technical Operations Manager (or Head of Technical Operations for a suitable experienced candidate). This is a key role in their leadership team, and is responsible for the effective, proactive and smooth running of the Services delivered to customers 24x7. This is a hands on role, leading a strong team of AWS engineers.

AWS skills are a must, and experience working in a managed service environment, with a strong commitment and experience of service process, leading class customer experience, and driven by customer KPI's.

  • Customer Service

    • Responsible for the overall customer experience

    • Maintaining our industry leading NPS score

    • Maintaining a culture of Customer First

    • Ensuring that our Managed Services and our response, exceed our customers expectations

    • Responsible for our 24x7x365 service delivery

    • Maintaining a competitive edge in the quality and innovation of the services we deliver

    • Ensure we are a trusted and valued partner to our customers, lead a proactive engagement with our customers, and we use our expertise to enable our customers to be Always Ahead in their market

  • Managed Service

    • Ensuring the smooth and effective onboarding of our customers

    • Responsible for our support and ticketing platform

    • Defining and reporting on our Service Metrics to the management team

    • Responsible for the consistent, and effective deployment of our service management processes and platforms: service monitoring, alerting & escalation, patching, performance monitoring, incident management, change control

    • Applying continual service improvement practices into the business

    • Managing our incident response procedures

    • Ensuring the end to end delivery of the structure proactive Managed Services to our customers

    • Constantly identifying opportunities to be proactive in support of our customer platforms

    • Ensuring we deliver effective & structured Service Reviews to our customers

  • TechnologyRoadmap & Systems

    • Responsible for our corporate CRM platforms and customer systems

    • Bringing best practice into all our approaches to technology & systems

    • Leading within the company on developing and define our approach, delivering best practice, as well as constantly improving our delivery platforms:

      • CRM, service desk structure, support & ticketing, alerting, monitoring, CRM, document management & knowledgebase

    • Drive adoption of new approaches, tools, platforms, processes and automation this improve on the way we work

  • Reporting

    • Embedding a service culture, driven by KPI's, SLA's, targets and quality of service measures

    • Reporting regularly to the management team and Board on all the key Service Desk & Managed Service Metrics

    • Ensuring that we have fully documented procedures and processes

    • Setting targets and service standards for the team and business

"To apply for this role, please send an up to date CV to m.allan@nigelfrank.com or call 0191 338 7547 for a confidential chat.

LinkedIn = https://www.linkedin.com/in/mhairi-allan-5674b8122/

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