CV, Operations Manager Targeting Europe, USA Or Canada

Available

Serial No: 22640

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Skills keywords: customer engagement, information technology, leadership, operations management, people management

Current location:  England, United Kingdom - View on map

Nationality: British

Spoken languages: english

Profile

As an experienced network engineer and Operations Manager, I am seeking a position that will provide a new challenge and help develop the skills I already possess. I’m a hard working self starter often working from home or in public spaces in my current role, however I am equally happy working on customer sites with team members. I have a good understanding of managing teams and individuals gained both through management diplomas and practical experience managing a range of personalities. I have proven experience building strong relationships both with customers and direct reports, through understanding each person and a high level of emotional intelligence. Having worked across a number of areas geographically and demographically I have learned to tailor my approach to different customers as required.

Qualifications & Education

Chartered Management Institute Level 5 Diploma
Management and Leadership Sept 2013 – July 2014
Darlington College, Darlington

Chartered Management Institute Level 3 Diploma
First Line Management
Stockton Riverside College, Stockton on Tees Sept 2012 – July 2013

A-Level Mathematics (Grade E)
Prior Pursglove College, Guisborough 2002 – 2004

A-Level Computing (Grade D)
Prior Pursglove College, Guisborough 2002 – 2004

A-Level Psychology (Grade C)
Prior Pursglove College, Guisborough 2002 – 2004

13 GCSEs including Maths and English Grade A-C
Acklam Grange School, Middlesbrough
1997-2002

Career Summary

IT Operations Team Leader (South London Managed Services)
October 2014 – Present

RM Education PLC, Oxfordshire

Responsibilities

• Line management of 10 Support Engineers and 1 Support Consultant across 7 sites, managing performance against team and personal targets set in line with overall organisational objectives.

• Conduct regular 1:1s with direct reports and 6 monthly appraisals, identifying and acting upon development requirements.

• Provide coaching and mentoring to team members, as and when required.

• Actively promote change to the team and gain buy in to new ideas.

• Own and manage the relationship with customer key contacts, setting and managing expectations, meeting regularly with the customer and acting on feedback. Also ensure wider RM take any action required to ensure high levels of customer satisfaction.

• Monitor team performance against contractual SLAs taking appropriate action to improve performance

• Ensure best practice and company procedures are adhered to.

• Work with wider Services Management Team to improve quality across key business areas, and ensure other business units deliver the level of service required by the contract.

IT Operations Team Leader (Leeds Managed Service)
April 2014 – Sept 2014

RM Education PLC, Oxfordshire

Responsibilities

• Line management of 8 Support Engineers across 6 sites managing performance against personal objectives set in line with organisational objectives.

• Own the relationship with customer key contacts, setting and managing expectations.

• Monitor team performance against contractual SLAs taking appropriate action to improve performance

• Ensure best practice and company procedures are adhered to.

• Work with wider Services Management Team to improve quality across key business areas.

Senior Support Engineer (Middlesbrough Managed Service)
Jan 2012 – April 2014

RM Education PLC, Oxfordshire

Accomplishments

Improved customer satisfaction according to Net Promoter score.

Deputise for the Operations Manager during periods of absence, including presenting performance to senior management on weekly operations conference call, handling customer requests and acting as escalation point for operational issues for engineers.

Responsibilities

• Liaise with the customer and end users regarding strategy and development of their managed service.

• Monitor performance against contractual SLAs and suggest improvements to the service.

• Make suggestions to improve internal processes, owning the implementation of improvements.

• Ensure all changes are subject to change control and follow the safe change policy.

• Day to day management of Local Area Network including proactive work to reduce service issues.

• Manage daily workload for my onsite team.

Customer Support Engineer
RM Education PLC, Oxfordshire
Sept 2011 – Jan 2012

Accomplishments

Customer Satisfaction Award winner

Responsibilities

Work as part of a team to support network infrastructure, servers and desktops.

Be aware of contractual SLAs and work to meet them.

Technician
Acklam Grange School, Middlesbrough
Feb 2009 – Sept 2011

Responsibilities

Work as part of a team to support the school’s network in order to aid the running of the school.