Operations Manager

2 weeks ago

Dublin, Dublin City, Ireland EOS IT Solutions Full time

Who We Are:

EOS IT Solutions is a Global Technology and Logistics company, providing Smart Workspaces, Collaboration and Business IT Support services to some of the world's largest industry leaders, delivering forward-thinking solutions based on a multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

What You'll Do:
  • Lead the IT Logistics Operations team(s) on the delivery of service performance KPIs and SLAs.
  • Deliver exceptional performance levels on site across all areas operations including but not limited to inbound, outbound, shipping, break/fix, inventory management, e-waste, and additional areas as they become part of the service.
  • Responsible for the overall operation, ensuring overall SLAs are achieved and maintained.
  • Effectively manage relationships with key stakeholders to deliver great service at the best possible value for EOS and our partners.
  • Lead the operational relationships with 3rd party partners across the operation and support procurement of new partners as required.
  • Monitor, update, and maintain systems and work queues on a regular basis.
  • Develop best-in-class operations and share best practice internally and benchmark externally to continuously enhance the EOS IT Logistics operations and business.
  • Point of escalation for the team on any queries around process, tasks, tickets, etc.
  • Develop EOS culture within your team and conduct performance management to underpin service delivery and team engagement.
  • Manage & mentor team members on EOS best practices, methodologies, and service SOPs.
  • Staff management - overseeing staff including hiring, training, and development. Responsible for setting up training, implementing escalation workflows, and managing staffing schedules for service operations.
  • Implementing and enforcing safety protocols in the work areas, and ensuring proper handling of equipment.
  • Support the hiring of new team members as the service grows.
  • Managing Client SLA's across service areas completing work to a high level of quality and attention to detail.
  • Attendance at Client meetings to provide service updates.
  • Compile service area data and provide performance reporting to EOS management.
  • Supervision and management of the core services areas: inbound, outbound, shipping, break/fix, inventory management, e-waste, and additional areas as they become part of the service.
  • Assist with the load and unload of shipments received to the warehouse and conduct inbound services, which include receiving and processing equipment from suppliers and various sites; deliver shipments to stock locations.
  • Guides service leads (Inbound, Outbound, Reverse, Deployment, Supply Depot), meeting daily and during weekly ops reviews.
  • Any other projects assigned by EOS management.
What you need to succeed:
  • Demonstrated leader with 5+ years progressive management experience in IT Logistics environment.
  • Demonstrated experience in Lean methodologies Management of an international service.
  • Ability to understand and thrive in high volume, fast-paced work environment.
  • Excellent communication skills, both verbal and written.
  • Must be proactive, data-driven, and a good planner.
  • Strong problem-solving skills, able to identify issues, analyze problems, and develop effective solutions in a fast-paced environment.
  • Organizational skills to manage multiple tasks, prioritize responsibilities, and ensure efficient use of resources.
  • Willingness to adapt to changing circumstances and able to handle unexpected challenges while continuously improving operations.
  • Proficiency in developing performance metrics.
  • Great interpersonal skills.
  • Software knowledge: Google Workspace, MS Office – Excel, Word, PowerPoint, Service Now, Jira, Tableau.
Preferred Experience & Education:
  • Experience in vendor management.
  • Degree-level qualification or relevant industry experience.
  • Certification in Lean 6 Sigma.
  • Certification in project management.

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