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IT Operations Manager at Boston, MA

Company:
Infoways
Location:
Boston, Massachusetts, United States
Posted:
January 11, 2019

Description:

I am Suresh from "InfoWays" that is based out of NJ. InfoWays helps major clients in the United States fulfil their technical staffing needs. I came across your resume on dice/monster/Tech fetch.com and found that your profile is a good match for one of our client's requirement. I am keen to get in touch with you, if you are interested and ready to relocate for the opportunity.

Requirement details:

Role : IT Operations Manager

Location : Boston, MA

Duration : Fulltime

BGV and Drug testes are Mandatory.

Please respond with your updated word resume and requested details:

Full Name :

Work Authorization:

Contact Number :

Email ID :

Skype ID:

Current location:

Higher Educational details with passed out year & University:

Expected Salary/Annum:

Availability for job:

Best time to take interview:

Feel free to contact me for any further information.

Job Description:

The Operations Lead/Manager acts as the primary business point of contact to manage the business between MILESTONE and the Account / Client. This includes activities associated with managing the relationship with the Account leadership team, tracking the financial transactions between Service Delivery and the Account, maintaining the operational level agreement between Service Delivery and the Account as well as planning, requirements handling and issues management. You will serve as the escalation mechanism to assist in contacting the responsible group within Service Delivery to ensure adequate support is provided when an Account has an existing or potential problem.

Desired Skills and Experience

Minimum 10 years relevant work experience Technical background ideally within Managed Services and IT outsourcing industry

Knowledge of the following – Systems management platforms, service management solution, ITIL

Operations Lead/Manager will also have the following Management Skills and Attributes:

• The ability to focus on people and policies as well as ethical and moral concepts in the work place.

• The ability to maintain a holistic view of the business by being able to bridge people, process and information in order to produce business results.

• The ability to maintain a strategic view as where details are a matrix of centralized measurements and localized processes.

• Excellence in problem solving, communication and organizational skills.

• Experience leading programs within an I.T. Operations organization.

• Effective collaborator, strong leadership, creative and independent thinking.

• Building a personal relationship with key client staff

• Successful service delivery - SLA achievement and high level of customer satisfaction

• Monitoring overall performance of services

• Good communication around issues and opportunities – get things done, make things happen

• Collaborating with senior management on client account management and growth

• Ensuring operations teams are aware of changes and are prepared

• Building service reports

• Service reporting and sponsoring service delivery meetings

• Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities

• Removing all obstacles to customer satisfaction and / or financial performance

• Communicating across organizational boundaries – from engineers through to senior managers

• 3rd party management responsibilities

• Following up if service delivery is not meeting expectations

• Working with the client and operations teams to identify and manage service improvement activities

• Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division

• Ability to follow hardware and software best practices as defined by the Managed Services management

Specific Responsibilities May Include (but are not limited to):

• Successful service delivery – SLA achievement and high level of customer satisfaction

• Monitoring overall performance of services

• Excellent communication around issues and opportunities – get things done, make things happen

• Removing all obstacles to customer satisfaction and/or performance

• Maintains effective communication and working relationships with customers and project team members.

• Working with customer and operations teams to identify and manage service improvement activities

• Contribute to the overall performance of services delivered

• Specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery.

Qualifications:

• Bachelors Degree required or equivalent work experience.

• 10+ years Leadership Experience with IT Service Delivery Management or logistics environment.

• Experience interfacing with C-Level Executives required.

• Leadership and core business/interpersonal skills.

• Successful project management experience.

• Knowledge of P&L guidelines and principles.

• Ability to establish relationships with Business Teams.

• Strong PC skills (MS Word, Excel, PowerPoint, Project)

• Familiar with common metrics used in the IT industry.

• IT Outsourcing experience preferred.

• Matrix Management preferred.

Desirable

Should be degree educated, or have long standing technical experience, or CITP, or CIM, or other professional body qualification

Experience

Minimum 10 years relevant work experience Technical background ideally within Managed Services and IT outsourcing industry

Experience/ focus on Dataceneter track

Knowledge of the following – Systems management platforms, service management solution, ITIL

Skills & Abilities

Excellent documentation skills and attention to detail.

Ability to deliver technical presentations competently.

Must be commercially aware, able to identify & effectively communicate commercial opportunities

Able to produce and deliver relevant and effective training as needed

Thanks & Regards

Suresh

InfoWays

Email: