Reporting To:Chief Operating Officer

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Reporting to:Chief Operating Officer

Salary Range: Dependant on experience

Benefits:23 days paid holiday plus bank holidays, healthcare.

APSU

APSU is a rapidly growing IT Managed Service organisation with niche products in the technology sector. APSU has a comprehensive range of Managed Support solutions that offer customers support packages designed to meet the needs of their enterprise. APSU provides the customer with all the benefits of a 24/7 fully managed service platform.

Based in the Coventry office, the primary goal of the Operations Director is to focus on leading, managing and developing the Managed Services team. The ideal candidate will have previous operational management experience, a natural talent for influencing to get the best out of our team, and a sound understanding of the technologies we support.

Key tasks to include, but not limited to:

• To act as the principal representative of Managed Services Delivery
• Design and deliver support and service solutions for Managed Services customers in line with ITIL and/or industry best practice
• Provide effective leadership for operations and business change to achieve greater operating efficiencies
• Ensure that all day to day operational activities are carried out in a timely and reliable manner monitoring the effectiveness of the team, driving through change as needed to deliver continual service improvement
• Work with the Chief Operating Officer to ensure that there is cost effective supply of products, services and suppliers to meet customer needs
• Ensure operational procedures and practices are well defined, documented and consistently applied
• Inspire a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
• Be capable of identifying and implementing change within the team to ensure it can take on new service offerings.
• Contribute proactively to new service development.
• Work closely with the Transition Manager to ensure new customers are on-boarded with seamless handover / transition into „in-life‟ service
• Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service
• Set and cascade business objectives and targets to the team
• Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support
• Manage and develop strategic partnerships with third party suppliers and other internal stakeholders
• Ensure quality, up-to-date documentation exists for all service arrangements
• Provide input into the divisional strategy with particular focus into opportunities to grow and/or enhance the service offered
• Provide leadership and direction to the Managed Services Delivery function ensuring appropriate and robust service management and review frameworks are in place
• Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement
• Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
• Drive a continual service improvement programme based on a desire to become a world class managed service provider.
• Regularly feedback teams progress with the Chief Operating Officer

The Person

• Solid leadership & people management skills
• Have excellent communication, influencing and customer management skills
• Has a considered and calm disposition
• Has the ability to handle high volumes of work within a stressful environment
• Capable of dealing with technical and non-technical questions and escalations
• “Can do” attitude to change
• Current, full driving licence

Skills

• Sound knowledge of AS400/iSeries/Power i
• Practical knowledge of operating systems: Windows NT, XP, Vista, Windows server family (Win2000/2003/2008), IP Services
• Experience in a Service/Operational background essential
• ITIL Foundation Certificate essential
• ILM qualification desirable
• Previous experience in a Managed Services environment
• A broad range of IT skills