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Global Operations Manager

2 weeks ago

Dublin, Dublin City, Ireland beBeeSupport Full time €90,000 - €110,000

As a proactive and results-driven Onsite Support Lead, you will play a pivotal role in delivering effective global operations at customer-deployed sites. The ideal candidate will have a proven track record of managing successful support teams in fast-paced environments.

The job entails overseeing daily onsite support operations, ensuring adherence to ITIL processes and organizational SLAs. This includes tracking, analyzing, and reporting on key performance indicators (KPIs) and service metrics to identify areas for improvement.

Key Responsibilities:

  • Manage daily onsite support operations to ensure consistency in service delivery.
  • Oversee the analysis and reporting of KPIs and service metrics.
  • Line manage remote onsite support staff based on customer sites.
  • Mentor and develop the onsite team, fostering a positive and collaborative environment.
  • Promote adherence to ITIL best practices.
  • Identify inefficiencies in processes and workflows, recommending improvements.
  • Motivate and inspire the team to achieve organizational objectives.
  • Build strong relationships with stakeholders and end-users.
  • Collaborate with third-party vendors to ensure optimal performance and cost-effectiveness.
Qualifications
  • Minimum 5 years' experience in IT support, with at least 3 years in a managerial or supervisory role.
  • Proven track record of managing successful support teams.
  • Experience with service desk management tools, such as ServiceNow.
  • Knowledge of ITIL frameworks and best practices; ITIL certification preferred.
  • Excellent leadership and team management skills.
  • Strong communication, interpersonal, and problem-solving abilities.
  • Customer-focused mindset with a commitment to delivering high-quality support.
  • Strategic thinking and decision-making.
  • Ability to manage multiple priorities and meet deadlines.
  • Adaptability to evolving technologies and processes.
Benefits
  • Quarterly Performance-Related Profit Share Scheme.
  • Career Progression & mentorship coaching through Strength in Balance & Leadership schemes.
  • Flexible/remote working.
  • Financial Wellbeing initiatives including Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
  • Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme.
Company Overview

We are a true global leader in business transformation, strategically partnering with customers to deliver cutting-edge technology and expert teams. Our deep expertise in cloud, data and AI, application modernisation, and service delivery management has redefined businesses globally.

We put users and user-centric design at the heart of everything we do, enabling our customers to exceed expectations for their customers. Our approach is underpinned by the Version 1 Strength in Balance model – a balanced focus across our customers, our people and a strong organisation.