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    Operations Manager

  • Job type: Permanent
  • Sector: Industrial & Technical Division
  • Location: Preston, Lancashire
  • Salary: Negotiable
  • Date posted: 11/05/2018
  • Job reference: 33830_1526034720

Are you a Technical Operations Manager looking for your next challenge?

My clients based in Preston are an IT Support company and have a vacancy for an Operation Manager.

Job Purpose

To provide top class technical support to clients and to help build the reputation of the company as the leading IT support company in Preston and the North West. To build and develop strong relationships with existing clients and to remain sufficiently up to date with new proven technologies that these can be communicated effectively to both existing and potential new clients. To manage a Technical Team so that the dual objectives of excellent client service and a high level of internal efficiency are simultaneously achieved.

Principal Accountabilities

To line manage a team of engineers so that all members of the team provide a top class service to clients and carry out all necessary administrative tasks to the high standard required.

To ensure that the Technical Team builds and develops strong relationships with key clients and understands their businesses well enough to be able to introduce new proven technologies and explain the associated benefits to their businesses.

To act as the lead engineer for a small group of clients and to ensure that those clients receive top class technical support and perceive it as such.

Performance Standards

Technical Support

The Operations Manager is the lead engineer for a small group of clients and ensures that those clients receive a top class service and perceive it as such.

The Operations Manager ensures that everything, including back-ups and documentation, is as it should be at the clients for which he is the lead technician.

The Operations Manager ensures that all clients receive the same top class service that he himself is delivering and perceive it as such.

The help desk service provided by the company is efficient, effective and leaves clients feeling that they have received an excellent service.

Where clients are experiencing problems, root causes are identified and both corrective and preventative actions taken to both resolve the immediate issue and prevent any recurrence.

All clients are proactively communicated with so that they understand why problems have occurred and what has been done to correct them and make sure they don't happen again.

Where projects have any significant level of complexity, they are planned in detail and professional project plans are produced, involving Gantt charts and critical path analysis.

Such projects are then managed professionally so that problems and delays are minimised and client expectations are met.

Client Relationship Management

The Operations Manager does whatever is necessary to maintain positive working relationships with key clients, including doing smaller jobs and going the extra mile for the client as necessary.

Every opportunity is taken to develop the relationship with key clients and to ensure that they understand what A&N is doing for them and the benefits thereof.

The Operations Manager maintains a close working relationship with the Technical Lead Engineer ensuring that he and his team have a good understanding of proven new technologies, understand the benefits and proactively identify existing clients who might benefit from adopting them.

The Operations Manager ensures that he and his team understand the key clients' businesses in sufficient depth to be able to see how IT can help them develop and improve their businesses. Every opportunity is taken to explain these opportunities and the associated benefits to clients.

Line Management

The roles of the Operations Manager's direct reports are defined in detail, documented and performance standards agreed with the job holder.

All staff are in roles for which they are suitably qualified and trained and are able to meet the pre-agreed performance standards.

The Operations Manager manages his team so that the following performance standards are consistently met:

Timesheets are complete and accurate and updated on a daily basis by all members of the Operations Manager's team.

Back up documentation for each client is complete and accurate at all times and capable of enabling the immediate and efficient restoration of the client's data.

Client documentation is religiously carried out at the end of each job, quickly, accurately and efficiently, so that other members of staff are able to understand precisely what has been done.

Task lists for each member of the team are regularly refreshed and updated so that priorities are clear and there is no possibility of any team member running out of work.

Outlook calendars are kept live and up to date so that senior management can see what work is specifically scheduled and what other work is on the horizon.

Training needs' analysis is carried out regularly and training and development plans for all employees in the department exist and are regularly reviewed.

Training records and skills matrices are religiously maintained and used as an input to training and development plans.

Day to day personnel issues are dealt with quickly and professionally, with the involvement of the Managing Director as appropriate.

The performance of all staff is managed in a systematic, objective and professional way. This will include, inter alia:

Monitoring the workload and performance of each engineer on a daily basis.

Adjusting priorities as necessary.

Ensuring that projects are properly planned and milestones achieved in the pre-agreed timescales.

Carrying out 121s at whatever frequency is required to help and support staff so that they achieve the standards required.

Membership of the Senior Team

The Operations Manager communicates regularly and proactively with the Managing Director ensuring that he is kept abreast of all relevant issues at all times.

The Operations Manager is a passionate and positive ambassador for the company at all times.

The Operations Manager is a role model for the company values and behaviours and champions ongoing initiatives to perpetuate and develop the desired company culture.

The Operations Manager prepares well and makes a constructive and valuable contribution to the monthly Team Meeting.

The Operations Manager supports the Managing Director by reinforcing important messages both within and outside of team meetings.

To apply for this role please forward your CV to Tracy Bolan at Clayton Recruitment using the links below.

At Clayton Recruitment we passionately believe your talent matters, so we specialise in recruiting the best talent and connecting this to your opportunities. Based in the North West, our pedigree and service levels give those looking to make a move a refreshingly different recruitment experience. You will work with experienced professionals, dedicated to your success. Take a look at our web site for our latest blogs and news and to keep up to date with current vacancies.

Clayton Group is acting as an Employment Agency in relation to this vacancy.

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