Technical & Service Operations Manager

Melbourne
Full-time
Onsite

Green Light Worldwide has brought an excellent permanent opportunity for a Technical & Service Operations Manager. To be successful in this role, you are required the following:


Objective of the role:
The overall objective of the Technical & Service Operations Manager is to lead the technical strategy of the business, advise and provide guidance, and oversee the delivery of the Technical Support Teams within the context of the business. Identify client options and opportunities and provide technical sales capability. Needs to have a proven track record in creating efficiencies in the technical operations teams through implementing AI and automation. They will also be responsible for managing the internal IT environment as well. Outsourcing experiencing highly regarded. Large team management experience needed.

Responsibilities:
-Provide strategic direction on the technical environments and manage any third-party relationships.
-Assist in presales activities, as the technical leader for the organisation. Assist in writing proposals, development of new offerings and technical leadership for implementation activities.
-Ensure the team is meeting or exceeding SLAs and KPIs, and implementing changes as needed to improve service levels resulting in positive Net Promoter Score results
-Lead the incident management process, timely resolution of incidents and minimisation of impact on clients.
-Manage the change management process, ensuring all changes are assessed, approved, implemented, and reviewed in a controlled manner.
-Maintain awareness of industry trends and best practices, and identify opportunities to improve the Technical Services function, using AI and automation to increase efficiency of the teams and improve customer service and interactions.

If you think this role is for you, feel free to contact me on 0411054655 or email your resume to [email protected]
 
Green Light is one of Australia's most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe.