Operations Lead

22 hours ago

Dublin, Ireland IT Alliance Group Full time

Operations Lead Place of work: On-site Park West, Dublin 12 + Clients Site /Duration: Permanent / Hours of work:Monday to Friday Office Hours. About the Company and the Role: Auxilion is a leading provider of IT outsourcing and IT Managed Service solutions. As part of the Auxilion organisation you will work directly on a client site responding to internal customer service requests needing technical support for hardware/software issues. You will be working closely with a wider team across Ireland to provide the best possible technical service and customer experience that the client requires. The Role The Managed Services Operations Lead is responsible for overseeing the delivery of high-quality IT services to clients. This includes managing service performance, ensuring adherence to SLAs, maintaining strong client relationships, and driving continuous improvement in service delivery processes. The Team The Managed Services Operations Team at Auxilion work with our clients delivering managed services solutions through our onsite capabilities underpinned by our shared services team based remotely in our Sheffield office. These teams range from onsite deskside engineers (Dublin and Belfast), service desks (Sheffield), and our 24/7 monitoring team (Sheffield), and represent an integral part of our clients ability to support and grow their organisations. As a Managed Services Operations Lead in Auxilion you are focused on three key goals, developing your teams, delivery of a best-in-class service to our customers, while ensuring financial objectives are met. You may be requested to assist with any projects from the Auxilion Project Services Team on occasions. Position Responsibilities: Service Management Oversee end-to-end service delivery and ensure it aligns with client requirements and expectations. Monitor and manage performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Address and resolve service-related issues in a timely manner to maintain client satisfaction. Oversee the resolution of critical incidents and ensure root cause analysis is conducted for recurring issues. Implement preventative measures to reduce service disruptions. Client Relationship Management Act as the primary point of contact for clients regarding service-related matters. Foster strong, trust-based relationships with clients to ensure satisfaction and loyalty. Conduct regular governance meetings to assess performance and identify improvement areas. Responsible for driving CSAT within the client Team Leadership and Coordination Lead and manage cross-functional teams to deliver IT services effectively. Ensure proper resource allocation and workload balancing. Line manages teams including performance management, talent management, resource planning providing on the job learning, coaching and mentoring, addressing skills gaps and Career Development Plans, evolving individuals and team structures accordingly Financial Management Manage budgets and optimize costs for service delivery. Ensure that service delivery activities are within financial constraints while maintaining quality Technical Competencies: Strong Service Delivery Management background in ITSM environment ITIL certification an advantage At least 3 years experience in a similar role Business Competencies: Strong leadership and team management capabilities. Self-starter who take ownership over their own performance Problem-solving skills with a proactive and results-oriented approach. Exceptional time management and ability to prioritise tasks effectively. Strong analytical skills to interpret data and make informed decisions. Excellent communication and interpersonal skills for client and team interactions. A passion for enhancing the clients experience Stakeholder and Vendor Management experience Commercial awareness Our Company, Auxilion About Us Work matters. Its where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey. Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow. Skills: Service Management Client Relationship Management Team Leadership and Coordination Financial Management IT Sector

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