Job Operations Support Manager @ Appsbroker

Description

Appsbroker is Google’s largest Premier Partner in Europe. We deliver leading-edge cloud professional and applications services to some of the world’s most exciting brands, in sectors from retail through automotive to finance. The company provides an interesting and engaging environment with an emphasis on fun and creativity across all of its activities, full of like-minded individuals who balance working hard with playing hard.

Appsbroker’s managed services are located in Iasi, Romania, with our headquarters based in Swindon, Wiltshire. There are also offices in London. Appsbroker employees also enjoy - access to a ski chalet and its own island off the coast of Wales, where colleagues engage in a range of fun activities such as bike polo.

Role Summary

Working closely with the Managing Director, Application Support Team Leaders, MSP Practice Lead, Head of BAU Engineering, Head of Service Delivery and Customer Retention, Sales and corresponding teams, you will be a key player within the team responsible for the end to end service operational delivery. You will also drive and support the growth of our MSP operation. This is a significant position within our business traversing across both our Romania and UK territories to provide a seamless engagement for our customers.

As Support Services Manager you will manage the complete life-cycle of our operational aspects, overseeing the day to day Application Support activities, long running technical issues through to resolution & major incidents. You will drive, manage, measure, report on and maintain our operational SLA's and continually improve our KPI’s. You will also be responsible for achieving exceptional working relationships with our customer’s key stakeholders to gain their trust and confidence that a first class service will be delivered at all times.

Our services include technical support for Google Cloud, an ever increasing portfolio of bespoke applications and SaaS solutions created by our in-house technical teams. You will be responsible for operationally managing these services within your client base, and ensuring that you take responsibility for Application Support commercial elements, including productivity and growth.

As our services evolve, there is plenty of scope to define, own and improve existing processes and customer relationships.

Requirements

• Act as operational owner for managed services. Be single point of contact for operational topics
• Manage and optimize Application support teams and owns capacity management for the managed teams, including recruitment and training path in line with services delivered
• Owner of Policies, Processes, Procedures for Application Support, including Incident Management, Service Request Fulfilment, Change Management and Problem Management
• Work with the assigned SDM to support transition of inflight services
• Support SDMs to resolute service complaints and service disruptions, including RCA activities and resulting actions
• Work with the internal support teams to identify and implement operational efficiency and quality improvements, specifically Automation and Shift Left activities in line with stretch targets
• Measure, report and ensure compliance to Initial Response Time SLA & KPI’s. Investigate areas of concern and variances, proactively resolve issues or agree actions to be taken with internal stakeholders
• Identify overspend or inefficiencies and work with internal stakeholders to implement solutions
• Work with the Service Delivery Management team in the Identification of new opportunities and potential revenue growth
• Restrict the provision of out of scope services to ensure profitability and escalate to SDMs
• Highlight to Managing Director potential SLAs/KPIs breaches and risks impacting operational aspects, along with possible options to address them
• Own internal and external audits for area under their management

Mandatory Skills

• ITIL Foundation certification and experience with ITIL framework, ITSM tools and associated managed services best practices
• A minimum of 3 years previous experience working in a support delivery coordination role, preferably cloud environment
• Contract management including experience in the definition of Service Level Agreements, their implementation and ongoing operational adherence
• Previous experience in supplier management, managing third parties such as Google and other partners providing elements of the overall MSP agreement
• Proven track record of delivering and continually improving operational aspects, as well as coordinating multiple operational teams output, multi-engagement, multi-customer work streams.
• Ability to take ownership of complex operational problems and suggest, negotiate, agree and deliver appropriate solutions.
• Ability to create shift patterns, rotas and associated cost models

Key Performance Indicators

• Achieving Initial Response Time SLA as defined within the customer contracts
• Share Appsbroker Romania profitability target with the Head of BAU Engineering and Head of Service Delivery and Customer retention. Includes contracted support, change requests and additional projects
• Individual customer support contract revenue target as defined internally
• Increase resolution targets
• Actively develop and recruit team members to support company growth in line with the targets
• Implement 3 major improvements in Support each year

Benefits

• Motivating salary
• Intensive and continuous training with Google certifications
• Opportunity to visit the UK office for training and project work
• A Googly working atmosphere in modern offices

Shift

• Monday to Friday
• 09: 00- 18: 00 / 10: 00-19: 00