Regional Service Operations Manager

2 weeks ago

Opelika, Alabama, United States General Informatics Full time
Job Overview

General Informatics is in search of a seasoned and motivated Regional Service Operations Manager to supervise and direct service functions in East Alabama. This position is crucial for maintaining outstanding service quality, ensuring high customer satisfaction, and providing effective team leadership. The successful candidate will lead a team of service experts, interact directly with clients, and address any challenges that may arise. This role demands strong leadership capabilities, a solid understanding of IT services, and a commitment to fostering both team and client success. The position is based onsite in our office.

Key Responsibilities:

Service Operations Oversight:

  • Manage daily service operations within the designated region, ensuring all services are executed efficiently and adhere to company standards.
  • Track performance metrics to assess service quality, implementing enhancements as necessary to boost customer satisfaction.
  • Collaborate with service teams to guarantee consistent and effective delivery of managed IT services, cybersecurity solutions, and cloud offerings.

Client Engagement and Problem Resolution:

  • Serve as the primary liaison for key clients in the region, nurturing strong relationships and ensuring their requirements are fulfilled.
  • Proactively communicate with customers to comprehend their challenges and needs, offering customized solutions that align with their business goals.
  • Lead the resolution of client issues, coordinating with internal teams to troubleshoot and resolve problems swiftly. Ensure all client concerns are addressed satisfactorily, upholding a high standard of customer service.
  • Conduct regular follow-ups with clients post-service delivery to confirm ongoing satisfaction and identify areas for improvement.

Team Leadership and Development:

  • Recruitment and Onboarding: Oversee the hiring process for service team members, ensuring the team comprises skilled and motivated professionals. Manage the onboarding process to effectively integrate new hires into the team.
  • Mentorship and Coaching: Provide continuous mentorship, coaching, and feedback to service managers, technicians, and support staff, promoting professional growth and development. Encourage a culture of ongoing learning and improvement.
  • Performance Management: Establish clear performance expectations and objectives for the team, conducting regular performance evaluations to assess individual and team progress. Address performance issues promptly and constructively, ensuring the team consistently meets or exceeds company standards.
  • Team Collaboration: Foster collaboration within the team, promoting open communication and knowledge sharing. Lead regular team meetings to discuss challenges, share best practices, and align on objectives.
  • Motivation and Retention: Implement strategies to inspire the team, recognizing and rewarding exceptional performance. Focus on employee retention by cultivating a positive and supportive work environment, providing opportunities for career advancement and professional development.

Strategic Planning and Execution:

  • Implement service strategies that align with General Informatics' overarching business objectives.
  • Identify growth opportunities within the region and collaborate with senior management to expand service operations.

Compliance and Reporting:

  • Ensure all service operations comply with relevant industry regulations and standards.
  • Prepare and present regular reports on regional service performance to management.
  • Stay informed on industry trends and best practices to maintain a competitive advantage in service delivery.

Qualifications:

  • Bachelor's degree in Information Technology, Business Management, or a related field; a Master's degree is advantageous.
  • A minimum of 2 years of experience in a managerial role within the IT services sector.
  • Demonstrated success in managing service operations, leading teams, and resolving client issues across multiple locations.
  • Strong understanding of managed IT services, cybersecurity, cloud solutions, and IT infrastructure.
  • Exceptional leadership, communication, and interpersonal skills.

Additional Information:
Education, certifications, or experience are preferred but not mandatory for consideration.

Travel Requirements:
This position may necessitate occasional travel to client sites using a personal vehicle.

Work is conducted in an office environment and requires the ability to operate standard office equipment and keyboards. Occasionally lift boxes or equipment weighing up to 50 lbs. Must possess the ability to walk short distances and/or drive a vehicle to deliver and pick up materials and meet with clients.

The total compensation package for this position includes medical benefits, 401(k) eligibility, Paid Time Off, and parental leave. Further details regarding participation in these benefit plans will be provided if an employee receives an offer of employment.

General Informatics is an Equal Opportunity Employer/Disabled/Veterans

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