Operations Manager – Modern Workplace

About Us:
We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Position Overview:
Advania is seeking an experienced and dynamic Operations Manager to join our team. This pivotal leadership role is essential for the overall management of our Modern Workplace support teams and the managed services delivered from that area. As a senior member of our organization, you will be responsible for driving client success, enhancing service delivery capabilities, and contributing to our overarching goals.

Responsibilities:

• Coordinate and manage the Modern Workplace team’s functions, utilizing SLAs and KPIs to monitor performance.

• Cultivate strong client engagement at all levels, building trusted relationships and serving as a reliable point of contact on key service accounts.

• Oversee senior technical resources and team managers across various functions within the Modern Workplace.

• Ensure effective capacity planning and resource allocation to meet customer demand.

• Develop efficient work schedules and manage overall resource planning to enhance productivity.

• Drive accurate timesheet capturing and trend forecasting to improve operational insights.

• Formulate and implement policies and procedures to optimize departmental output while ensuring compliance with regulations.

• Lead recruitment efforts and establish an organizational structure that fosters accountability and performance.

• Enhance the efficiency of support services while facilitating communication across functions.

• Maintain proactive communication with clients and internal personnel to address queries or complaints effectively.

• Identify operational risks and implement mitigation strategies to minimize impact.

• Create a high-performance work environment that promotes quality service delivery.

• Collaborate with the Technology Services leadership team to recommend innovative solutions for operational enhancements.

• Report monthly on service delivery successes, contributing to continuous improvement initiatives.

• Develop high-performing teams focused on efficiency, productivity, and cost-effectiveness.

• Monitor staff performance through regular evaluations and performance meetings.

• Identify opportunities for new service development in collaboration with Technology Services leadership, focusing on innovation.

• Ensure seamless onboarding processes for new clients and act as a senior escalation point for critical incidents during on-call rotations.

Qualifications & Experience:

• Must have proven experience in an operations management role within a IT or an IT managed services environment.
• Must have managed, or worked in an IT technical support escalation team
• Must understand the Modern Workplace technology landscape, we are not expecting a deeply technical individual to take up this role but the successful candidate must have a strong understanding of the technologies in which the teams are engaged
• Strong leadership skills with a focus on building high-performance teams.
• Excellent interpersonal and communication skills to foster client relationships and team collaboration.
• Demonstrated ability to manage multiple projects simultaneously while adhering to deadlines.
• In-depth understanding of SLAs, KPIs, and performance monitoring tools.
• Strong organizational and analytical skills, with a knack for process improvement.
• Familiarity with industry trends and the competitive landscape to provide strategic insights to clients.
• A proactive approach to problem-solving with the ability to adapt and learn continuously.
• Previous experience in managing onboarding processes and customer retention strategies is a plus.

Click here for the list of benefits.

#LI-Hybrid

The budgeted salary for this role is between 48,000 and 65,000 ZAR Per Calendar Month

Hybrid working:

This hybrid role, with a remote-first emphasis, necessitates being in the office or at a client site for 4 days each month. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.