Milestone Technologies, Inc.

  • Operations Manager

    Job ID
    2018-6439
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Help Desk / Call Center
  • Overview

    The Operations Manager role is crucial in ensuring that our client and employee’s expectations are exceeded thus resulting in a world class experience. Milestone is looking for a passionate, self-motivated Manager who brings a wealth of people management, knowledge and expertise.

     

    Milestone is a Managed Service Provider that uses a holistic approach to bridge the gap between technology and people. At Milestone, we go above and beyond the typical scope of day-to-day, We make it our mission not only to resolve your service operation problems, but study and improve the overall workflow and functionality of your business.  Every service we provide is driven by experienced people who are determined to help our clients achieve their goals by understanding their business and aligning our resources accordingly.

     

    We’ve been transforming IT since 1997, when our founder Prem Chand established Milestone. Nearly two decades later, we are expanding as quickly as the high-tech industry, with a consistent 25% growth rate over the last 9 years and more than 1,700 employees serving a substantial client base—currently over 200 companies in 18 countries. Today, Milestone’s driven by skilled and experienced people who are determined to shape the way technology is delivered.

     

    The best candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their Global users. You must be willing to challenge the status quo in order to help improve existing workflows and processes to enhance customer experience. You will work with internal client peers of all sizes and must have sufficient presence and communication skills to represent the Milestone across all departments. Experience in client service management, analytics, strategic thinking, negotiations and operations are required. We are looking for a smart, analytical and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client’s long-term business strategy under the guidance from our Global Service Operations Management Team.

     

    The Operations Manager is responsible for the following specific areas of the program:

     

    • Client program planning, development, and evaluation
    • Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve. Present operational metrics weekly to IT Leadership.
    • Maintaining and reporting on budget status, in addition to other financial measures defined for the customer engagement.
    • Collaborating with Milestone Human Resources on all personnel issues or questions.
    • Maintaining documentation and process specific to the customer engagement.
    • The ability to develop a strategic perspective of the service based on multiple levels of detailed operations information
    • Have excellent problem solving, communication, and organizational skills.
    • Experience leading programs within an IT Operations environment.
    • Must be able to effectively collaborate with internal (Milestone) team members as well as Client Team members
    • Responsible for fostering and maintaining an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations

    Responsibilities

    • Strategic administration and general management issues, which will include the day-to-day supervision of staff, and overseeing work organized by team leaders.
    • Maintaining agreed upon service level agreements.
    • Provide Milestone and the client with any updated program changes.
    • Ensuring that all documentation is up-to-date and that all program participants are fully trained on processes and procedures.
    • Review change order requests and lead all Quarterly business reviews with the client.   
    • Collaborate with Milestone HR on all personnel issues or questions.
    • Being available for counseling of staff.
    • Ensuring that performance evaluations of all staff are completed according to the Personnel Manual.
    • Determining the need for travel and training of all employees.
    • Manage the merit performance process.
    • Ensure that staff training takes place, and that compliance can be reported
    •  

    Qualifications

    • 4+ years Leadership Experience with IT Service Delivery Management
    • Leadership and core business/interpersonal skills.
    • Successful project management experience.
    • Ability to establish relationships with Business Teams.
    • Familiar with common metrics used in the IT industry.

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