Senior Operations Manager

The Senior Operations Manager leads the core operational teams that deliver exceptional service to our clients.  This role will oversee the day-to-day activities of the Service Desk, Network Operations Center, IT Managers, Project and Security Teams as they serve the IT needs of clients in a variety of industries located in San Diego and throughout the country.  The focus of this role is on achieving results which are aligned with the larger picture of the organization and its strategic goals.  Initiative, coupled with a sense of competitive drive, and the ability to stay focused on results despite changing conditions, is the key to achieving the performance objectives of this job.  A leadership style that is firm and goal oriented, and yet motivates, trains, collaborates and engages others in an enthusiastic way is important.  The emphasis on building rapport and relationships with individuals and groups requires an outgoing, poised and persuasive communication style.  A full commitment to the success of all members of the team and high standards of accountability are expected in this position. 

ROLES AND RESPONSIBILITES (Include but not limited to)

• Establishes quantitative and qualitative metrics, guidelines and standards by which the company’s efficiency and effectiveness can be evaluated and identify areas of opportunity for improvement
• Collaborates with executive leadership to develop and meet company goals while providing expertise and guidance on all aspects of operations
• Plans, controls, monitors and forecasts budgets, cost of sales and resource utilization in each Operations department to achieve financial goals
• Establishes departmental goals and long-term operational plans to deliver on contractual commitments and client entitlements
• Develops, implement and monitor day-to-day operational processes and systems to provide visibility into performance and quality outcomes
• Actively seeks and listens to feedback from operations and other business teams to understand and prioritize competing needs
• Effectively communicates and explains new directives, policies and procedures to managers; for major changes meets with entire operations staff to explain changes, answer questions and build morale
• Coaches team to grow capabilities, develop career paths, recognize contributions and celebrate success
• Exemplifies servant leadership by working closely with each team and identifying opportunities for improvement after gaining a firm understanding of existing processes, tools and systems
• Fosters team cohesion and culture in hybrid office/remote work settings
• Improves documentation and accessibility of processes, work instructions and critical information to empower our teams to serve clients with speed, quality and care
• Analyzes and identifies opportunities for continuous improvement across systems, teams and processes
• Gathers and analyzes client feedback to inform operational priorities and improvements in coordination with virtual CIOs and Client Success Team
• Leads coordination and integration of efforts among all departments to produce smoother workflow and more cost-effective business process
• Develops operational delivery systems for new service and product offerings
• Ensures adherence to organizational policies, standards and regulatory compliance
• Collaborates with HR on hiring, training and developing exemplary team members
• Oversees key vendor relationships related to product and service delivery

STANDARDS FOR SUCCESS

• Every team member has a personalized career development/growth plan
• All key operational processes are documented and trained to regularly
• KPIs are established for each critical process and regularly reviewed with team
• Established performance measurements for each role and team
• Improve/maintain client satisfaction, quality and financial goals

QUALIFICATIONS AND REQUIREMENTS

• Excellent managerial and supervisory skills
• Extensive knowledge of multiple operational areas, including client service, project management and employee management
• Ability to interpret financial data as needed to help achieve company goals
• Proven ability to design, manage and improve operational processes for excellent customer service experience, efficiency and productivity
• Demonstrated experience in organizing teams and roles to optimize team performance and promote accountability for results
• Working experience with ITIL framework
• Experience managing a 24x7x365 Service Organization

EDUCATION AND EXPERIENCE

• Bachelor’s Degree in IS, Computer Science or Business Administration; Advanced Degree preferred
• 10 years of experience in Information Technology
• 10 years of experience in leadership
• MSP experience preferred, TruMethods or similar framework experience preferred
• Advanced ITIL Certification preferred

BENEFITS AND PERKS

• Medical, dental, and vision insurance
• Flexible use of PTO
• NO micromanagement
• 401k (employee contribution)
• Company provided Financial/Investment Representative
• Certificate Reimbursement Options
• Company equipment for home office
• Bonuses and awards

ABOUT centrexIT

centrexIT helps small to medium-sized businesses focus on their success by providing a value-driven and transparent IT experience. Our interactions, both with our clients and with each other, are driven by our core values of C.L.A.S.S.: Care, Leadership, Accountability, Service, and Speed. Our commitment to consistently providing excellent customer service and quality has defined us as the leading managed IT services provider in Southern California.

We take pride in our culture, the services we provide to our clients, and our team. What do we want for our team? A workplace environment that focuses on the support of personal and professional development, where accomplishments are widely recognized, and all people treat each other with respect and commitment to one another’s success. If this sounds like a good fit for you, we’d love to chat.

centrexIT was founded in 2002 with headquarters in San Diego, CA. We enjoy well-organized system networks, animals, baseball, the outdoors, video games, and of course, cool new gadgets.

REASONABLE ACCOMMODATIONS STATEMENT

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.