IT Operations Manager

5 days ago

Hebron, Kentucky, United States Pomeroy Technologies Full time

General Function:
To provide for operational governance for a business related to a specific account or set
of accounts including managing client relationships, driving client satisfaction, and
maintaining relationships with the client business partners. Also, manage local
scheduling and real-time operations which facilitate the maximization of resources
(human and automated) to achieve customer satisfaction, productivity, schedule
adherence and economic goals.

Essential Duties & Responsibilities:
The duties listed below are intended only as illustrations of the various types of work
that may be performed. The omission of specific statements of duties does not exclude
them from the position if the work is similar, related or a logical assignment to this
position.

* Management
o Lead the planning and execution of account governance to achieve
strategic and operational objectives.
o Develop and expand relationships across the client's organization to
understand their business needs and formulate a roadmap for Pomeroy
assist in achieving their objectives.
o Maintain frequent and effective client communications including leading
monthly business reviews.
o Leverage and work effectively with Pomeroy service delivery leaders and
their teams to meet and exceed client obligations.
o Engage senior level stakeholders within Pomeroy as an integral
component of strategic account management.
o Operate as an advocate for the client while also fostering the client into a
Pomeroy advocate.
o Oversight of daily activities of operations to maximize scheduling and realtime utilization of resources; analyzes and recommends part-time, flexible,
and full-time employee mix for the site.
o Interface with Central Operations management to ensure smooth
coordination of scheduling and maximization of schedule adherence;
provide input on local conditions, identify needs and receive direction on
real-time staffing increases or decreases.
o Ensures operations Coordinators manage schedule adherence notifying
and escalating within the site and within the Operation as warranted;
ensures communication of real-time staffing changes to Operations
Coordinators.
o Enact contingency plans as needed; escalate and direct activities during
systems problems, disasters, etc.; identify potential problems,
troubleshoots, escalates issues to local and network management ,and
participate in post-mortem analysis of problems providing input for future
process improvements.
o Reviews ongoing performance results to targets. Takes corrective
measures with authorization, escalate as needed.
o Participates in daily, weekly, monthly, and annual planning process as
appropriate.

* General
o Perform all duties and responsibilities in a timely and effective manner in
accordance with established company policies to achieve the overall
objectives of this position.
o Maintain a favorable working relationship with all other company
employees to foster aid promote a cooperative and harmonious working
climate which will be conducive to maximum employee morale,
productivity, and efficiency/effectiveness.
o Project a favorable image of the company to promote its aims and
objectives and foster and enhance public recognition and acceptance of all
its areas of endeavor.
o Keep immediate superior promptly and fully informed of all problems or
unusual matters of significance and takes prompt corrective action where
necessary or suggests alternative courses of action which may be taken.
o Perform all necessary supervisory functions to effectively and efficiently
manage the personnel assigned:

• Maintain a qualified staff

• Communicate areas of accountability and performance expected of
personnel assigned

• Determine standards of performance as a basis to review progress
of personnel assigned

• Recommend salary adjustments. transfers, promotions, and
dismissals

• Ensures proper training of personnel assigned

• Fosters a cooperative and harmonious working climate conductive
to maximize employee morale and productivity

• Develops individuals for future advancement
o Performs other duties and responsibilities as required or requested.

Supervisory Responsibilities:
* Decisions directly impact operating costs and indirectly influence customer
retention/sales.
* Authority to initiate actions and make decisions within established precedents or
well-defined policy with regular managerial direction and review.

#LI-JM1

Minimum Knowledge, Skills and Abilities required:
* Bachelor's degree in Operations Management, Business Management, Statistics
or equivalent and approximately 7 - 10 years previous operations management
experience including forecasting, scheduling and real-time operations
management.
* Experience in a distributed field support model
* Experience with some network technologies a plus including telephony
* Experience supervising, coaching and developing staff
* Working knowledge of the retail industry preferred
* Analytical skills and statistical background desired
Physical and Mental Demands
The physical and mental demands described here are representative of those that must
be met by employees to successfully perform the essential functions of this class.
Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.
Physical Demands
While performing the duties of this class, employees are regularly required to sit; talk or
hear, in person and by multi-media; use hands to finger, handle, feel or operate
standard office equipment; and reach with hands and arms. Employees are frequently
required to walk, stand, and move about to accomplish tasks, particularly for long
distances or moving from one work site to another. Must have ability to ascend and
descend stairs. Specific vision abilities required by this job include close vision and the
ability to adjust focus.
Mental Demands
While performing the duties of this class, employees are regularly required to effectively
use written and oral communication skills; read and interpret data, information, and
documents; analyze and solve problems; use math and mathematical reasoning; learn
and apply new skills and information; perform highly detailed work on multiple,
concurrent tasks; and interact with colleagues, Clients and Vendors.
Specific incumbent must maintain composure in a fast paced, high quality environment
where personal and team accountabilities are the defining factors.
General office environment Work is generally sedentary in nature but may require
standing and walking for up to 10% of the time. Work is generally performed within an
office environment, with standard office equipment available.

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