Service Operations Centre Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomer Full time $95,000 - $125,000
Job Title: Service Operations Centre Leader

Mentor and lead a team of professionals to deliver exceptional service and support in our Service Operations Centre.

  • Develop and implement strategies to ensure the team meets agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Provide technical guidance and support to colleagues, vendors, and external service providers.
  • Focus on proactive activities, such as up-skilling, automation, and systemization, to drive efficiency and improve staff capabilities.
Key Responsibilities:

Techincal Escalations: Resolve complex technical issues escalated from SOC engineers.

Mentoring and Training: Provide guidance and support to direct reports and wider SOC engineers to enhance their skills and knowledge.

Project Delivery: Lead Managed Services projects with assistance from the Project Management Office (PMO).

Process Improvement: Analyze and review available monitoring toolsets, identify areas for improvement, and implement changes to enhance tool functionality.

Quality Metrics: Maintain CSAT/NPS above 80% per calendar month and customer uptime of 99.5% or greater.

Skills and Qualifications: Previous experience in leading teams, strong communication skills, ITIL Framework knowledge, and high-level technical skills including MS windows, O365, Citrix VMware, and networking.

Requirements: Recognized certification in multiple vendor technologies (Cisco, Microsoft, VMware).

What We Offer: A supportive environment to learn and grow, paid birthday leave, health and wellness perks, access to ongoing learning and development opportunities, paid certifications and remuneration incentives.

Join Our Team: As part of our team, you will have the opportunity to work collaboratively with experienced professionals who share your passion for delivering exceptional service and support.

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