IT Operations Manager ( Team Lead )

Required:
• Fluent in English;
• Another foreign language is a plus.
• Ability to manage critical situations and to work under pressure, while meeting deadlines;
• Drive for excellent customer service;
• Capability to communicate effectively and concisely at all organizational levels;
• Being able to lead a diverse team to high performance;
• Result oriented, high flexibility and adaptability and capacity to work autonomously;
• Proactive attitude and attention to details;
• Strong time and resource management skills;
• Ability to model, implement and improve processes;
• Ability to build positive working relationships and manage stakeholders;
• Presentation/ Representation skills;
• Excellent team player;
• Strong knowledge of MS Office;
• Open to continuous feedback and improvement;
• Acting with professionalism and integrity
Nice to have
• Proven track-record of delivering IT support projects, or any type of IT project;
• Previous experience in people management;

The IT Operations Manager is responsible for a successful delivery of the IT Support Projects, ensuring highest client satisfaction.

Roles and responsibilities:
• Monitoring and reporting on service delivery metrics and overall team performance;
• Managing team performance and progress according to the established performance criteria – assigning responsibilities, assisting and coordinating team members so that they meet deadlines, work productively, and resolve any issues effectively;
• Recruiting new team members and ensuring the necessary training, mentoring and coaching;
• Communicating with the client in order to ensure a smooth service delivery;
• Maintaining positive client relationships even in severe and high pressure situations and aiming for highest client satisfaction;
• Acting as a focal point for escalations and communication on major service outages;
• Ensuring that the team is cross-trained, proactive and customer focused;
• Ensuring that SLAs are achieved and client expectations are met
• Assisting the department managers and handling administrative tasks;
• Performing the monthly billing process;
• Assessing and managing any change impacting the project;
• Creating different types of forecast and risk analysis when required;
• Creating the team schedule, while ensuring continuity of availability of project team members;
• Acting as a mediator between stakeholders – from client to team members;
• Proactively advising and recommending specific actions to upper management and team members on critical situations or similar incidents where an understanding of the issue and the client situation is required;
• Making sure that the team members are aware of company's policies and internal rules and ensuring compliance;
• Assessing the needs of the team and acting as a performance enabler;