Operations Manager

The Opportunity:

The Operations Manager coordinates with one or more Service Delivery Manager (SDM) to facilitate the effective delivery of NRI's contracted services to clients.

The Operations Manager works to meet the requirements for the performance of NRI contracted services by managing to the Service Level Targets contained within the Service Level Agreement, includes such activities as service improvement plans and initiatives, service quality reviews and continual review of customer feedback.

Key Accountabilities:

• Operational Reports delivered in accordance with Service Schedules or requirements.
• Prepare Service Level Exemption reports to facilitate service penalty recovery costs.
• Track and report on Earn Back status.
• Document Service Improvement Plans where Service Level Targets have been missed.
• Maintain contract awareness to facilitate delivery of relevant services, and to achieve and maintain defined service levels and a high level of customer satisfaction.
• Assume the designated role within documented Incident, Problem, Change and Service Continuity Management processes as they apply on the nominated account.
• Become the conduit for governance and process improvement for the technical teams from the SDM and AM perspective.
• Build and maintain open lines of communication with the key internal and external relationships.
• Coordination of Data Centre customer service request activities.
• Coordination of shared infrastructure maintenance activities (patching, break-fix).
• Datacentre - coordination of Data Centre customer service request activities (reactive) (equipment installs, connectivity requirements, fault management), etc – all DC activities are billable to the client)

Reporting:

• Operational Reports delivered in accordance with Service Schedules or requirements.
• Prepare Service Level Exemption reports to facilitate service penalty recovery costs;
• Document Service Improvement Plans where Service Level Targets have been missed.

Customer:

• Maintain contract awareness to facilitate delivery of relevant services, and to achieve and maintain defined service levels and a high level of customer satisfaction;
• Become the conduit for governance and process improvement for the technical teams from the SDM and AM perspective.
• Become the conduit for Project to BAU handover activities from the SDM and AM perspective.
• Build and maintain open lines of communication with the key internal and external relationships.

People:

• Follows/Contributes to Procedures and Documentation;
• Completion of mandatory and assigned training;
• Account specific Training Plans;
• Contribute to the account plan for Succession & Relief workload planning

Knowledge| Skills| Abilities:

Mandatory:

• At least 5 years' experience in overseeing the delivery of IT services in a managed service environment or large government agency
• Experience managing operations for Infrastructure Network, Server & Data Centre services with team of 10+ resources
• Experience managing operations for Microsoft End User environment
• Excellent communication skills to effectively engage & consult with management & customers
• High level working knowledge of common infrastructure and/or application technologies

Desirable:

• Formal ITIL qualification
• Experience in governance models i.e. ITIL, PRINCE2, AGILE, BABOK
• Understanding of constructs of commercial contracts
• Effective analytical and problem-solving skills

What Makes Us NRI?

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward – so that you're always ahead of tomorrow.

We're that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success – across business, government and beyond.

We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We're backed by a global reach that makes us a truly game-changing alternative in the digital services space – with local decision-making and authority. And we're powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.

You've found yours with NRI.