Operations Manager

ONNEC Group are a leading independent technology partner and global integrator, with over 30 years experience, and a 800+ team of global experts, specialising in providing end-to-end connectivity solutions that propel organisations everywhere.

From structured cabling to managed services, our end-to-end services give infrastructure that can be completely relied on. Design. Build. Deploy. Optimise. We offer a complete solution for business connectivity.

We are a rapidly growing organisation and finding and retaining the highest calibre of people is fundamental to us for the success of our business. We work hard to create a challenging, supportive and satisfying working environment for all our employees. ONNEC has successfully achieved the Investors in Diversity Foundational Award for our commitment to equality, diversity and inclusion in the workplace.

The Operations Manager (OM) is a senior management position within the Managed Services department and is responsible for delivering managed services within the Telecommunications (Voice and Data) Network Infrastructure arena. The OM has overall responsibility for a number of teams delivering services and/or projects across a number of client accounts and is accountable to the Services Director for all commercial and operational performance within those accounts.

Working closely with the Service Delivery teams (specifically the Service Delivery Managers), the OM must ensure that contractual deliverables are met for each client whilst maximising profitability.

The OM must develop a healthy and mutually beneficial relationship with the client and assist the Sales Team in maximising the turnover and profit within his/her accounts whilst ensuring retention of the business. The OM will also be required to assist sales in exploring new opportunities within his/her accounts and with new clients.

• Timely submissions and approval of timesheets and expenses, adhering to payroll and financial reporting cut-off deadlines.
• Responsible for financial performance within the allocated accounts ensuring maximum turnover and profitability across the accounts.
• Develop and produce timely and accurate management reports and information, both internally and for clients.
• Assist sales teams in winning new business, supporting the sales and marketing process as required, including RFP responses, client meetings and presentations.
• Assist in the production and development of the Services department policies and procedures.
• Work closely with peers and subordinates to ensure all resources within managed services are used to maximum efficiency.
• Ensure all mandatory training, learning documentation and self-attestation is completed on time.
• Manage any commercial risk within the accounts.
• Manage any inward or outward service transition.
• Documentation upkeep (required as part of ONNEC & THE CLIENT processes)
• Tracking of daily activities, task completion, and incident and project status tracking.
• Take responsibility for various special projects from time to time.
• Perform additional tasks as instructed by THE CLIENT FTE and/or ONNEC Management.
• Be an ambassador for ONNEC Managed Services, working across the business to provide effective communication and build relationships with other teams to ensure effective dialogue and cooperation between departments.

What we are looking for in our Operations Manager:

• Extensive experience in a Service Delivery/Project Management environment.
• Experience in a Senior Management position.
• Excellent grounding in Telecommunications (Voice and Data) Cabling Infrastructure (both Technical and in Service Delivery).
• Proven track record of successfully managing multimillion-pound Managed Services contracts.
• Experienced in managing large support teams of 40+ staff deployed on a client account.
• Thorough knowledge of structured cabling standards and cable types (FTP, UTP & Optical Fibre).
• Self-starter, organized, detail-oriented and ability to work independently as well as part of a team.
• Prioritization skills and multitasking ability.
• Ability to work under pressure.
• Expert knowledge of Asset Management Systems.
• Expert knowledge of ITSM Ticketing Systems.
• Expert understanding of complex change management and service delivery processes.
• Ability to mentor and train new starters on all systems, processes and procedures.
• Ability to approve/sign off training modules.
• Ability to lead/supervise special projects from design through to handover.
• Experienced Service Delivery professional.
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and project delivery disciplines.
• Leadership and people management skills.
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.
• Experience of managing 3rd parties and 3rd party delivered services.

Preferred but not Essential:

• Information Technology Infrastructure Library - (ITIL)

If you feel you have the required skills and experience, click apply now to be considered as our Operations Manager - we'd love to hear from you!