Head of Service Operations Centre

5 hours ago

Sheffield, Sheffield, United Kingdom Auxilion Full time
Job Title: Head of Service Operations Centre

Auxilion is seeking an experienced Senior Manager to lead our Service Operations Centre in Sheffield, UK. As Head of Service Operations Centre, you will be responsible for managing a team of 70+ people and driving the shared services delivery function for one of Ireland's foremost managed services organisations.

Key Responsibilities:
  • Lead the operational execution for our remotely supported managed services clients.
  • Provide leadership for the End User, Infrastructure and Service Quality teams as they deliver our services into our clients.
  • Build on the existing teams and tools, finding efficiencies and improving the use of our toolsets, and drive a continuous improvement mindset to ensure we are constantly identifying and implementing performance improvements.
  • Work with the CTO to investigate new tools and service offerings.
  • Work with the Group Delivery Director, Sales, and Finance departments to develop and grow the offerings we bring to market.
  • Own and manage business units Profit & Loss (P&L), forecasting, budget, and commercial management.
  • Lead, coach and drive performance for your direct team of managers.
  • Act as a senior contact for the Operations Centre – engaging with senior executives, CEOs, CTOs and leadership in some of the most highly regarded brands in the UK and Ireland.
  • Develop close partnerships and drive collaboration with our Ireland and UK based Customer Experience Managers to ensure flawless delivery to our end customers.
  • Align with group sales and the customer experience teams to support account growth.
  • Drive innovation and value-added activity for our customers.
  • Ensure that operational SLA's and targets are met to support the delivery of our services.
  • Work with the project team on the transition of new services from project to service delivery.
Key Targets:
  • Drive employee attraction, engagement and retention – measured through attraction and retention, employee satisfaction, career progression, and talent mobility
  • Best in class service – measured through customer satisfaction surveys and industry bench-marking.
  • Commercial performance of P&L – measured through revenue growth and profitability

Auxilion works with many of Ireland and the UK's leading Enterprise, Corporate and Public Sector companies providing a wide range of services covering Consulting, Managed Services, Digital Services and Project Services.

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