Operations Manager

Lead the operational delivery of onsite and field services, ensuring services meet agreed SLAs, KPIs and customer expectations.

Manage, coach and support Team Leaders, helping them develop their leadership capability and deliver strong outcomes through their teams.

Build trusted relationships with customers, partners and internal stakeholders, acting as a key point of contact for service performance, escalations and improvements.

Use data, reporting and local insight to identify opportunities to improve service quality, efficiency and customer satisfaction.

Take ownership of escalations and operational issues, bringing the right people together quickly to resolve challenges and keep stakeholders informed.

Support change activity across your region, ensuring approved changes are delivered effectively and any risks or impacts are clearly communicated.

Oversee resource planning, performance management, employee engagement, wellbeing and compliance with internal processes.

Contribute to a strong management community by sharing knowledge, lessons learned and best practice across teams and services.

• Strong leadership and people management experience, including experience managing managers or team leaders.
• A proven background in IT operations, managed services or field service delivery, with a good understanding of enterprise IT environments.
• Experience delivering against SLAs and KPIs, with a track record of improving service performance, processes and customer experience.
• Excellent stakeholder management skills, with the confidence to build relationships in a matrix environment.
• Strong organisational skills and the ability to prioritise, make decisions and manage escalations with urgency and clarity.
• Experience using reporting, data and insight to drive operational improvements.
• Good knowledge of ITIL principles and strong Microsoft Office/reporting tool skills.
• Clear communication skills in English and the flexibility to travel regularly across sites within your region.

Demonstrates strong leadership and people management capabilities, with a proven background in IT operations and field service delivery. Utilizes data-driven insights to enhance service quality and customer satisfaction while effectively managing stakeholder relationships.

• Leadership Experience
• IT Operations Management
• SLA and KPI Delivery
• Stakeholder Management
• ITIL Principles Knowledge

• IT Operations
• Field Service Delivery
• Service Performance ImprovementData Analysis
• Reporting Skills

• Coaching and Mentoring
• Organizational Skills
• Clear Communication
• Decision Making
• Relationship Building

• Managed Services
• Enterprise IT
• Customer Satisfaction
• Operational Delivery
• Resource Planning

• Microsoft Office
• Reporting Tools