IT Operations / Service Delivery Manager required for a leading VOIP provider based in Park West, Dublin 12. This role will report to the board, and you will have a real say in the direction of operations and as such is a pivotal role for the continued growth of the company.

Salary range - 70-75K

You will be responsible for leading, managing and developing two technical operations teams (8 people currently). These are the teams responsible for providing pro-active first fix, installation and post-sales support to Customers.

Responsibilities

·        Monitoring the effectiveness of the team against SLA/KPIs, driving through change as needed to deliver continual service improvement

·        Ensure operational procedures and practices are well defined, documented and consistently applied

·        Work closely with the Development Team to ensure new customers are on-boarded with seamless handover

·        Manage and develop strategic partnerships with third party suppliers and other internal stakeholders

·        Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement

Requirements

·        3+ years telco/cloud solution operations management experience from a Managed Services business.

·        Background of building, developing and managing service delivery and support teams. i.e. defining operational procedures, setting service standards, defining SLA’s etc.

·        Be able to identify opportunities for efficiency, cost reduction and continuous improvement

·        Have excellent communication, influencing and customer management skills

·        Have solid technical understanding of Networking and VoIP technologies and solutions