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Head of Service Operations Centre
2 months ago
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.
- 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 is a leading provider of managed services, digital services, and project services to Enterprise, Corporate, and Public Sector companies in Ireland and the UK. We strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.
