IT Operations Manager

Team Management1. Regularly meet with TLs to review Service Levels and Issues and Risks for the relevant account. 2. Production assurance meetings are held with all TLs on a regular basis.3. Develop an appropriate succession plan, including identification of a capable 2IC.4. Develop leaders in all key areas of operational delivery by identifying, nurturing, motivating and challenging potential staff members in association with competency managers.5. Ensure teams are working collaboratively and efficient across competencies.Operations Management1. Ensuring teams are working efficiently through the course of the incident and extends to maintaining the quality of post incident reporting.2. Ensure teams review, understand and adhere to Internal KPIs, OLAs and SLAs. (Incident Report Delivery, Incident Reduction, Failed Changes etc)3. Attendance at key client meetings on a regular scheduled basis and critical client meetings on an ad-hoc basis as required.4. Governance of workflow for the following fundamental areas: Incidents, Changes, Service Requests & Problems. Examples include ensuring queues are adequately managed, change processes are followed, issues are communicated etc.5. Work with team to maintain and increase Customer Satisfaction levels by an annual percentage defined during each financial year6. Ensure that standards & processes are adhered to in all engagements by the use of agreed toolsets and procedures.7. Ensure Technical Support policies and procedures are defined and maintained appropriately in a centralized location and a consistent manner.8. Liaise with third party vendors supported by the competency based relationship to ensure Technical Support co-operation.9. Continuous Service Improvement Program (CSIP) contribution for PandS related activities. This may include providing direction, coordinating workshops and driving resolutions.10. Planning & Management of Service Remediation Programs as required.Financial Management1. Mandatory review of all project proposals.2. Measure productivity and develop plans to streamline and enhance utilisation.3. Assist with the building and maintenance of the revenue stream and expense control.4. Keep track of headcount on the account and justify additional headcount on the basis of additional revenue.5. Identify areas of organization structural tuning within the Client virtual team.Technical Competencies• Recognized at many levels of the company as an authority of Wintel Technology• Has developed and delivered presentations on a significant product/service topic to customer staff• Has written reports, complex elements of response to proposal, system specifications, user documentation, or information dissemination material conforming to Fujitsu standards• Looks for and recognizes opportunities within customer situations for the application of Fujitsu-supplied products and services, and successfully promotes the use of strategic Fujitsu products • Demonstrated ability to lead and motivate formal teams of Systems Engineers and Team Leaders