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@jeffersonfrank.com or call 0191 338 7547 for a confidential chat.
LinkedIn = https://www.linkedin.com/in/mhairi-allan-5674b8122/
Jefferson Frank is the Amazon Web Services (AWS) recruiter of choice. We work with organizations worldwide to find and deliver the best AWS professionals on the planet. Backed by private equity firm TPG Growth, we have a proven track record servicing the AWS recruitment market and, to date, have worked with over 30,000 organizations globally
