IT Operations Manager

Job purpose

• IT Operations Manager is responsible for securing that Operations activities are performing according to the SLA requirements (as reflected in contract) 
• Responsible to manage delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA) and to serve as the primary escalation point for critical incident, Operations escalations, and performance reporting towards the customer.
• Will directly manage a team of 25+ engineers, set-up and control ITIL processes, performance evaluation, staff management (new hiring, replacement, vacations, shifts planning, etc.):
  • 1st Level support – Monitoring and Service Desk;
  • 2nd Level support – Applications;
  • Infrastructure team.

Duties and responsibilities

• He/She will drive the execution of the operations according to agreed time, cost and quality requirements, managing Schedule, Staffing Plan, Budget, process to be followed, Governance Model, Risk Management, Communication, Infra logistics and travel plans, communication, etc.
• Ensure the success of the following processes for the Service Delivery
• Incident Management
• Problem Management
• Preventative Maintenance
• Change Management
• Manage and motivate the team, provide clear guidance and instructions to the team, build team culture. 
• Operational Management for the end-to-end multi-vendor IT operations activities (assurance, fulfilment, and customer problem management) delivery towards the customer
• Coordinate and facilitate the operational interface between operational delivery units and the customer’s organization required to fulfill the SLA, establishing OLA’s whenever necessary
• Coordinate the Incident Management and Problem Management status customer reporting meetings as part of the MS Governance Model
• Secure Problem Management activities are efficiently performed and are supported by the other delivery organizations and MS functions
• Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the customer
• Ensure operational readiness - availability of operational resources and/or procedures for any new service or resource on the customer’s infrastructure.
• Daily monitoring of the service quality, through service performance statistics and KPIs. Define strategies for achieving KPIs.
• Achieve the contractual KPIs agreed between Ericsson and customer.
• Establish procedures and processes for in-scope elements design and performance improvement.

Skills

• 7-10 years of experience in an IT Telco operations/services environment, with previous experience of managing IT operations & organization;
• Telco environments understanding and experience is mandatory 
• Knowledge and experience of multi-vendor IT operations is an plus.
• Subject matter expertise on operator BSS
• Customer orientation with excellent understanding of service providers / operators business requirements - be able to create true client value;
• Operations Delivery Management
• Sense of urgency with quality as a key deliverable;
• Strong background in managing/effecting change;
• Extensive experience with the interpretation of quality indicators to detect weaknesses in the units operations and implement corrective action
• Presentation skills
• Knowledge sharing and collaboration skills
• English skills, oral and written