Operations Lead

Operations Lead - Contract Place of work: Hybrid Park West, Dublin 12 and Client Sites / Duration: Contract - 3 months / Hours of work: Monday to Friday Office Hours.
About the Company and the Role: Auxilion is an Irish owned organisation that has been in business since 2012 and is part of the I.
T Alliance Group which commenced its operation in 1997.
Our 500+ workforce is focused on Building Digital Thinking into your Business.
To enable this, we have built our business around a number of Core services Consulting, Project & Programme Management Services, Managed Services and Digital Services, Modern Workplace and Technology Platforms.
As a Operations Lead, you will be responsible for ensuring the successful delivery of IT services and solutions to our clients.
You will act as the primary point of contact for customer engagements, overseeing project execution, service delivery, and client satisfaction.
This role requires strong leadership, communication, and stakeholder management skills.
Position Responsibilities: The ideal candidate will have a strong background in Customer Engagement with experience in IT Service Management, Project Management, People management and a passion for Delivery excellence.
Core aspects of the role include key stakeholder engagement and management of ITIL aligned functions within IT (e.g.
Incident Management, Problem Management, Change Management, Asset Management, SLA Reporting, Management Reporting, and Continuous Service Improvement).
Customer Delivery and Operations Oversight: Lead the end-to-end delivery of IT services and projects for assigned customers.
Serve as the main liaison between Auxilion and client stakeholders.
Lead within the contract(s) Ensure services are delivered in line with SLAs, KPIs, and contractual obligations.
Manage project timelines, budgets, risks, and resources.
Drive continuous improvement and innovation in service delivery.
Collaborate with internal teams including technical, sales, and support functions.
Provide regular reporting and updates to clients and internal leadership.
Identify opportunities for account growth and service enhancement.
Customer Relationship Management: Manage stakeholder relationships, liaising with senior managers and key stakeholders.
Build and maintain strong, long-term customer relationships.
Develop and manage governance structures, ensuring proper processes and procedures.
Act as the primary contact for inquiries, escalations, and change requests.
Proactively communicate service/project updates, incidents, and maintenance activities.
Own the Change Control process, tracking changes and capturing value-add opportunities into assigned accounts.
Ensure customer satisfaction for the engagements delivered.
Continuous Improvement: Identify opportunities for improving delivery processes and implement changes.
Stay updated with industry trends and best practices, incorporating them into the delivery strategy.
People: Lead and mentor the delivery team, ensuring their performance and development.
Allocate resources to meet service demands and optimize team utilisation.
Manage all resources, including permanent staff and contractors.
Work closely with the team to develop leads in cost and team management.
Oversee recruitment and support service teams.
Ensure training and development programs are in place, collaborating with people and Talent team.
Technical Competencies: Service Level Management: Expertise in defining, monitoring, and managing SLAs.
ITIL Framework: ITIL Foundation certificate mandatory.
Understands ITIL principles and can apply them to some extent.
Project management: Familiar with Project Management lifecycle and methodologies.
Manage small projects with guidance.
Risk Management: Skilled in identifying, assessing, and mitigating risks for delivery continuity.
Business Competencies: Customer Delivery & Operations Oversight Customer Relationship Management Commercial & Financial Acumen Continuous Improvement People Management & Inspirational Leadership: Communication Problem-Solving Strategic Thinking Ownership & Accountability Skills: Operations Lead Customer Delivery ICT Sector ITIL Service Now

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