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PURPOSE OF ROLE:

Head of Operations responsibilities include designing policies, overseeing customer service and implementing technology solutions. You should be a responsible leader with an analytical and strategic mind and have a broad knowledge of the business. If you’re also committed to productivity and compliance, we’d like to meet you.

Ultimately, you’ll ensure our operations run smoothly and that people are productive.

KEY RESPONSIBILITIES:

Responsibilities

• Formulate business strategy with others in the executive team
• Design policies that align with overall strategy
• Implement efficient processes and standards
• Coordinate customer service operations and find ways to ensure customer retention
• Ensure compliance with local and international laws (e.g. data protection)
• Oversee the implementation of technology solutions throughout the organisation and maintain and overall operational efficacy of all internal systems
• Manage contracts and relations with customers, vendors, partners and other stakeholders
• Evaluate risk and lead quality assurance efforts
• Oversee expenses and budgeting to help the organization optimize costs and benefits
• Mentor and motivate teams to achieve productivity and engagement
• Report on operational performance and suggest improvements
• Responsible for transitioning the service/application from project team to operations acceptance.
• Perform regular vendor management duties including but not limited to the following:
• Conduct weekly & monthly service reviews on KPIs and SLAs and ensure that the services delivered by the vendors meet the agreed contracts & business expectations.
• Escalation management of issues
• Accountable for ensuring stakeholders are engaged at the right time during Major Incident / Priority 1 incidents and equipped with value added technical information to take business decisions.
• Accountable for continuous service improvements, timely resolution of support issues to achieve contracted Service Level Agreements, and Line of Business Service reporting end to end.
• Ensure that the root cause analysis and preventive measures for P1/MI are completed as per SLA and review the same with the key business stakeholders

Requirements

• Proven experience as Head of Operations, Head of IT or Technical Manager or similar leadership role
• A demonstrated balance of tactical, operational success and strategic thinking within an IT application landscape.
• Superior analytical/problem solving ability.
• Strong skills of influencing and negotiation.
• Familiarity with all business functions including HR, finance, supply chain and IT
• Experience with implementing IT systems
• Knowledge of data analytics and reporting
• Demonstrated experience in application development & support for applications
• Good with numbers and financial planning
• Outstanding communication and negotiation skills
• Excellent organizational and leadership ability
• Analytical mind
• Problem-solving aptitude

Demonstrate the company values at all times in behaviour and attitude both internally and externally, these are:

a. Be Open & Honest

b. Collaborate through Teamwork

c. Think Customer

d. Act with Pace

e. Take Responsibility & Accountability

The above responsibilities are indicative of the work required and should not be seen as an exhaustive list.

Success for Axians Wokingham is providing customers a service with a human touch. People are at the heart of everything we do, and our people share our values with passion and teamwork. We transform lives through technology.

We won’t just meet your expectations. We’ll exceed them. You’ll benefit from the freedom to play, develop and learn. We operate a small, autonomous business feel that provides you with flexibility.

At Axians Wokingham we’re committed to creating a more inclusive space where everyone is valued for their skills, experiences and input. We celebrate diverse voices and aim to create an environment that reflects all of society.