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Operations Delivery Manager

Advanced
Job LocationWillerby, Hull
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Role Introduction This dynamic and challenging role involves the management of our SME Technical Support Team. We are looking for an Operations Delivery Manager to join our existing technical support team, that support 12,000+ users, both in our own hosted, Azure and customersown on-premise environments. What You Will Do

  • Being responsible for the day to day operation of the technical support team
  • Carryout 1-2-1s and associated HR processes (e.g. absence review, holiday co-ordination)
  • Recognising and rewarding high performance, as well as tackling under performance.
  • Actively monitor SLAs & KPIs to ensure compliance, review monthly and weekly reports to discuss with the wider management team.
  • Work with SDM to ensure both customer satisfaction and resolution to internal and customer escalations.
  • Establishing and maintaining a positive, motivated culture within the team
  • Encouraging a positive cross team/function working mentality with the Advanced Values in mind
  • Encourage and support innovation within the team with a growth mind set
  • Developing both individuals and the team
What You Will Have
  • Excellent communication and team management skills (caring approach, active listening, motivational)
  • Excellent people manager
  • Proactive mind set to team resource allocation
  • Flexibility and adaptability to work load
  • Confidence with dealing with customer escalations and co-ordination of technical team for resolution
  • Active focus on both individual and team develop/progression
  • Excellent planning and organisational skills
  • An excellent understanding of both the Tech product & service offering as well as the wider business
  • Excellent decision making skills with a customer centric approach
  • Experience with handling customer complaints and communicating with challenging people
  • A solid technical background and understanding of IT Systems
What We Do For You
  • Generous Annual Leave 25 days, plus public holidays, with the possibility to buy additional days
  • Summer Fridays!Every Friday afternoon off throughout July and August 2022 (or equivalent time in the week)
  • Life Insurance 4x times annual salary
  • Top Achievers Club Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees
  • 65% Internal Mobility Committed to the development & growth of our people
  • Advanced Perks At WorkExclusive employee discounts & benefits portalCharity Fundraising</st

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