What are the responsibilities and job description for the Managed Services, Service Operations Manager position at Continental Resources?
Overview
ConRes is one of the nation’s most established and reliable sources for IT solutions. Since 1962, we have supplied best-of-breed technical solutions and services to customers in a global capacity.
As a solutions provider, ConRes pairs the selling of hardware and software with services. We operate across five main pillars : Hybrid Cloud, Workplace, Security, AI and Optimization Services. We act as the bridge between best-of-breed OEMs, making their solutions easier to plan, implement and support.
The Service Operations Manager is responsible for the operational management and success of the Managed Services team. This position will focus on mentoring team members, implementing processes and procedures needed to ensure operational excellence, and driving measurable improvements in customer satisfaction and operational efficiency.
Responsibilities
Service Development :
Work to define and develop new managed service offerings, focusing on, but not limited to, support for cloud technologies such as Azure AWS and Office 365.
Enhance current service offerings emphasizing proactive service delivery.
Personnel Management :
Foster motivation in the workplace, promote and sustain a motivated and high-performing team.
Coach and mentor managed services team members.
Ensure appropriate staffing levels and coverage.
Maintain 24x7x365 schedule and resource availability.
Oversee goal setting and tracking for all managed services personnel.
Develop training plans for employees to ensure that the team has the appropriate skillsets and certifications.
Participate in annual employee review process.
Process Management :
Build, implement, document, and ensure compliance with processes and procedures required for enterprise-class service operations.
Proactively identify process gaps and fix them.
Measure and report on adherence to processes and procedures as well as their effectiveness.
Customer Satisfaction :
Oversee the delivery of multiple types of managed services engagements.
Meet with customers on a regular basis and address any service concerns. This may include on-site meetings with customers as well as providing tours of the managed services facilities.
Develop reporting to show the realized value of Managed Services, striving for objection free renewals and expansion of services within our customer base.
Fill the role of incident manager for top priority incidents, ensuring that the team is continually driving towards resolution, the customer receives regular status updates, and that root cause analysis is performed after incident resolution. This may include periodic after-hours work.
Assist with scoping and level of effort estimates for new service agreements.
Operational Efficiency :
Ensure the team is accurately reporting their utilization and strive for an average of 80% customer utilization.
Coordinate technical tasks and projects for the managed services team. This could include onboarding new customers, implementing new tools or launching new service offerings.
Qualifications
Education and Training
BS or BA with a technical concentration.
ITIL, Six Sigma, PMP, CSM, or other process / project management certifications are preferred.
Experience
5 years in a technical field.
3 years in leadership role.
Experience in 24x7x365 Managed Services or SaaS organization preferred.
Experience using ITSM and Monitoring tool sets.
Skills
Working knowledge of networking, telephony, servers, storage, virtualization and cloud technologies.
Ability to manage projects efficiently from scoping through completion.
Ability to develop and implement processes and procedures.
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