Service Catalogues Owner role including service strategy, architecture design & senior pre-sales consultant responsibilities
Senior Role reported to MD
Fantastic Work Environment – great career opportunity
Our client is a renounced and leading Managed Service Provide with a wide variety of clients from Enterprise to SME space in various sectors such as government, private corporations.
Role:
The Operations Lead will have experience in delivering services based on ITIL framework and manager business outcomes across Cloud, DataCentre, Network, UC, Security, End User Computing & Applications.
You must have experience formulating Service Strategy meeting customers’ needs and objects and experience delivering Service Strategy to Plan/Service Design that delivers to business objectives.
You will have the ability to gather requirements to map to service catalog items / or bespoke offerings as the Service Architect. You will work closely with Customer Service Lead (CSL) to ensure Customer Service Strategy is established and executed by the SDM Manager.
You will apply an analytical and action-oriented approach to achieve service incremental and large-scale improvements as part of Continual Service Improvement.
The position also involves the following:
Own the Service Catalogue and align all operational toolsets & detailed task list
Service level management including Availability, Capacity, Security, Asset, Configurations, Service Management
Work with Vendors & Suppliers to enhance and improve Service Catalogue
Lead the Operations and SDM to innovate, evolve to improve operational capabilities to deliver customer experience by systemising adherence to processes, procedures and toolsets automation
Establish efficient processes and automate customer on-boarding process
Build Roadmap, build Service Catalog and action plans to balance risk, improvements, budget and service quality
Work with sales team to design the customer solutions and jointly own the solutions sale with the sales team
Excellent prioritisation and time management skills & Highly developed analytical and problem-solving skills
Ability to manage output delivery of the offshore team by creating detailed work packages with quality assurance on an output
Experience
Experience within a Managed Services environment, supporting multiple Customers' network and server infrastructure
Experience in using an ERP system and managing vendors, onsite & offshore teams
Key Accountabilities
Service Strategy: Define Automation strategies i.e. DevOps and Automation strategy for offshore and cost management to reinvest customer experience
Service Assurance: Automate reporting and recommend reporting automation to clients
Service Transition: Manage successful transition and remediation of new customer
Service Operations: Ensuring operations are up-to-date i.e. Patch Management, Alert Maintenance
Service Improvement: Focus and bring continuous improvement
Financial Management: Accurately forecast work and movement of resources to satisfy demand without overloading key resources
Key Result Area
Customer satisfaction
Manage the Operations team and achieve the target commercial outcomes
Required Qualifications
Tertiary qualifications in an IT or related discipline
ITIL Certification & Certifications in Security Management
Certifications in infrastructure & architecture design
What is on offer:
Base Salary + super
Permanent position
Excellent leadership & client engagement role
Excellent office & culture - where people enjoy their job, and always learn a lot
How to apply:
If you on our website, apply below
If you are NOT on our website, please apply on the link: https://www.appetencyrecruitment.com.au/3c22e29b/information-technology-jobs/lead-operations-engineer-st-kilda-road.php
Other titles for this role in other organisation might be: Senior IT Consultant, Subject Matter Expert, Infrastructure Specialist, Principal Solutions Expert, Main Engineer, Senior Consultant, NOC Engineer, Automation Expert, Infrastructure automation expert, Infrastructure DevOps Engineer