Technical operations Manager - Firecrest

Senior Manager Technical Operations – Firecrest

The Senior Manager Technical Operations is responsible for leading the operationalization of new software, management of the technical customer support teams and oversight of the correct operations support systems.

The Senior Manager Technical Operations will be from a software or telecoms background and will have a strong passion for creating scalable, extensible, reliable and inter-operable business processes around new product/ solution deployments to market.

The Senior Manager Technical Operations is integrally involved, influencing and driving, as part of the broader senior management team, the direction and implementation of Firecrest’s strategy. The person is additionally fully responsible for ensuring that a strategy is put in place for successfully operationalization the new software solutions that are launched which have an impact on the production teams.

The main areas of the role cover:

·          Ensure high degree of integration with the software teams in strategic alignment, delivery and performance analysis/ improvement.

·          Manage the handover and operationalisation of new software productions from the R&D group into the Operations department

·          Ensure that the operationalization of new software products leads to highly scalable processes that deliver gross margins in line with company levels

·          Ensure that the customer support team can efficiently and responsively meet and support to the agreed SLAs global sponsors

Responsibilities

·          Manage the handover and operationalisation of new software productions from the R&D group into the Operations department

·          Evolving a scalable, extensible, reliable, and inter-operable operational business systems structure, and enabling rapid deployment of new solution capabilities

·          Ensure that the operationalization of new software products leads to highly scalable processes that deliver gross margins in line with company levels

·          Ensure that the customer support team can efficiently and responsively meet and support to the agreed SLAs global sponsors - monitor the progress to ensure all issues are addressed and resolved within agreed SLAs

·          Operations Manager will own the responsibility for the KPIs and overall responsibility of day to day operations of the Customer Support desk.

·          Manage the compliance and regulatory risk from an operational perspective on new products and additionally the overall team compliance

·          High degree of integration with the software teams in strategic alignment, delivery and performance analysis/ improvement.

·          Analyse and review Clinical Operations system and infrastructure needs – working with ICON IT to ensure world-class delivery of operational services

·          Operational level expense and capital budgeting.

Supervision

·          Provide leadership and direction to the relevant teams within Firecrest to ensure projects are delivered to agreed timescales, cost and quality, and communicate progress to the Firecrest Leadership Team and/or the ICON Business.

·          Coach and develop direct reports to ensure high engagement and retention of teams.

·          Develop high performers in the team

·          Manage a multi-location team. Ensure that all functions work within a matrix production team in partnership to optimize project delivery in terms of revenue, quality, cost and timeliness.

Requirements

·          10+ years in Software Operationalization or  IT Service Delivery

·          Graduate in Computer science or related field. 

·          Mandatory experience in interacting with customers executives 

·          Knowledge of IT Service Management (for both infrastructure & Application), Application Lifecycle and associated Operational Management services. 

·          Proficiency in maintaining documentation standards and Reporting (Essential skill to be evaluated). 

·          Masters or local equivalent Degree in a relevant field.

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