Operations Lead

The Role

The Managed Services Operations Lead is responsible for overseeing the delivery of high-quality IT services to clients. This includes managing service performance, ensuring adherence to SLAs, maintaining strong client relationships, and driving continuous improvement in service delivery processes.

The Team

The Managed Services Operations Team at Auxilion work with our clients delivering managed services solutions through our onsite capabilities underpinned by our shared services team based remotely in our Sheffield office. These teams range from onsite deskside engineers (Dublin and Belfast), service desks (Sheffield), and our 24/7 monitoring team (Sheffield), and represent an integral part of our client’s ability to support and grow their organisations.

As a Managed Services Operations Lead in Auxilion you are focused on three key goals, developing your teams, delivery of a best-in-class service to our customers, while ensuring financial objectives are met. You may be requested to assist with any projects from the Auxilion Project Services Team on occasions.

Service Management

• Oversee end-to-end service delivery and ensure it aligns with client requirements and expectations.
• Monitor and manage performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Address and resolve service-related issues in a timely manner to maintain client satisfaction.
• Oversee the resolution of critical incidents and ensure root cause analysis is conducted for recurring issues.
• Implement preventative measures to reduce service disruptions.

Client Relationship Management

• Act as the primary point of contact for clients regarding service-related matters.
• Foster strong, trust-based relationships with clients to ensure satisfaction and loyalty.
• Conduct regular governance meetings to assess performance and identify improvement areas.
• Responsible for driving CSAT within the client

Team Leadership and Coordination

• Lead and manage cross-functional teams to deliver IT services effectively.
• Ensure proper resource allocation and workload balancing.
• Line manages teams including performance management, talent management, resource planning – providing on the job learning, coaching and mentoring, addressing skills gaps and Career Development Plans, evolving individuals and team structures accordingly

Financial Management

• Manage budgets and optimize costs for service delivery.
• Ensure that service delivery activities are within financial constraints while maintaining quality

• Strong leadership and team management capabilities.
• Self-starter who take ownership over their own performance
• Problem-solving skills with a proactive and results-oriented approach.
• Exceptional time management and ability to prioritise tasks effectively.
• Strong analytical skills to interpret data and make informed decisions.
• Excellent communication and interpersonal skills for client and team interactions.
• A passion for enhancing the client’s experience
• Stakeholder and Vendor Management experience
• Commercial awareness