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For Companies At a Glance
- Tasks: Lead a large team in delivering top-notch IT support services.
- Company: Join Auxilion, a leading Managed Services Provider in Ireland and the UK.
- Benefits: Enjoy career growth opportunities and a supportive work culture.
- Why this job: Make a real impact while working with top brands in a dynamic environment.
- Qualifications: 7+ years in senior management roles within IT service delivery required.
- Other info: On-site presence needed for at least 3 days a week in Sheffield.
The predicted salary is between 48000 - 72000 £ per year.
Requirement to be on site minimum 3 days per week.
Located at our Service Operations Centre in Sheffield, UK. 6 month contract.
A rare opportunity has arisen to take the lead and drive the shared services delivery function for one of Ireland’s foremost Managed Services Provider (MSP) organisations. The Head of SOC will work as part of the Customer Delivery Division Management. Reporting to the Customer Delivery Director, they will manage a team of 70+ people based in our Shared Services Centre across Sheffield and Dublin Locations.
Previous experience of managing large IT support delivery teams, ideally experience working within a managed service provider (MSP) environment.
The Person
The right person will have experience in managing complex multi-disciplined IT Managed Services and will have worked at a senior level in service delivery roles in a fast-paced business. We are looking for a Senior Manager who has 7 years’ experience managing managers, and leading operations in a customer focussed, remote management and monitoring environment, covering Level 1 End User Service Desk through to Level 3 Infrastructure support.
This is a Senior role and reports to the Customer Delivery Director. You will work as part of the Customer Delivery Team whose objectives and priorities are three-fold:
- To create a great place to work for our employees.
- To deliver a great experience for our customers.
- To deliver profitable growth to our organisation.
Key responsibilities:
- Lead the operational execution for our remotely supported managed services clients.
- Provide leadership for the End User, Infrastructure and Service Quality teams as they deliver our services into our clients.
- Build on the existing teams and tools, finding efficiencies and improving the use of our toolsets, and drive a continuous improvement mindset to ensure we are constantly identifying and implementing performance improvements.
- Work with the CTO to investigate new tools and service offerings.
- Work with the Group Delivery Director, Sales, and Finance departments to develop and grow the offerings we bring to market.
- Own and manage business units Profit & Loss (P&L), forecasting, budget, and commercial management.
- Lead, coach and drive performance for your direct team of managers.
- Act as a senior contact for the Operations Centre – engaging with senior executives, CEOs, CTOs and leadership in some of the most highly regarded brands in the UK and Ireland.
- Develop close partnerships and drive collaboration with our Ireland and UK based Customer Delivery Managers to ensure flawless delivery to our end customers.
- Align with group sales and the customer delivery teams to support account growth.
- Drive innovation and value-added activity for our customers.
- Ensure that operational SLA’s and targets are met to support the delivery of our services.
- Work with the project team on the transition of new services from project to service delivery.
Key targets for the role are:
- Drive employee attraction, engagement and retention – measured through attraction and retention, employee satisfaction, career progression, and talent mobility.
- Best in class service – measured through customer satisfaction surveys and industry benchmarking.
- Commercial performance of P&L – measured through revenue growth and profitability.
Working @ Auxilion
Work matters. It’s where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.
Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
Auxilion works with many of Ireland and the UK’s leading Enterprise, Corporate and Public Sector companies providing a wide range of services covering Consulting, Managed Services, Digital Services and Project Services.
Head of Service Operations (Sheffield) employer: Auxilion
Contact Detail:
Auxilion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Operations (Sheffield)
✨Tip Number 1
Network with professionals in the Managed Services Provider (MSP) sector. Attend industry events or webinars where you can connect with current employees or leaders in similar roles. This can give you insights into the company culture and expectations, making you a more informed candidate.
✨Tip Number 2
Familiarise yourself with the latest trends and tools in IT service delivery. Being knowledgeable about innovations in remote management and monitoring can set you apart from other candidates and show your commitment to continuous improvement.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully managed large teams in the past. Be ready to share specific examples of how you've driven performance improvements and fostered a positive work environment.
✨Tip Number 4
Research Auxilion's values and mission. Understanding their focus on employee engagement and customer satisfaction will help you align your responses during interviews, demonstrating that you're a good fit for their culture.
We think you need these skills to ace Head of Service Operations (Sheffield)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing large IT support delivery teams, particularly within a managed service provider environment. Emphasise your leadership skills and any relevant financial management experience.
Craft a Compelling Cover Letter: In your cover letter, address how your background aligns with the key responsibilities of the Head of Service Operations role. Mention specific examples of how you've driven performance improvements and led teams in previous positions.
Highlight Relevant Experience: Clearly outline your experience in managing complex multi-disciplined IT Managed Services. Include details about your senior-level roles and how you have successfully engaged with senior executives and stakeholders.
Showcase Your Achievements: Quantify your achievements where possible. For instance, mention any improvements in employee satisfaction, customer satisfaction surveys, or revenue growth that you have directly contributed to in past roles.
How to prepare for a job interview at Auxilion
✨Showcase Your Leadership Experience
As a candidate for the Head of Service Operations, it's crucial to highlight your previous leadership roles. Be prepared to discuss specific examples of how you've managed large teams, particularly in an IT support delivery context, and how you fostered a positive work environment.
✨Demonstrate Financial Acumen
Since this role involves managing P&L and financial forecasting, be ready to talk about your experience with budget management. Share instances where you've successfully driven profitability and how you approached financial challenges in past roles.
✨Emphasise Continuous Improvement Mindset
The company is looking for someone who can drive efficiencies and improvements. Prepare to discuss how you've implemented process improvements in previous positions, and be specific about the tools and methodologies you used to achieve these results.
✨Engage with Customer-Centric Examples
Given the focus on delivering a great customer experience, come equipped with examples of how you've enhanced service delivery for clients. Discuss any metrics or feedback that demonstrate your success in improving customer satisfaction.
