Operations Manager - Sage

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As an Operations Manager within TSG you will be responsible for the management, leadership, and commercials of your allocated TSG Practice. Our Practices include teams within ERP, varied Microsoft Product stack, and technical infrastructure services. You will be managing teams across a variety of role levels, defining personal objectives whilst managing individual and team performance, therefore a strong leadership background is essential. You will be responsible for ensuring practice targets are met including utilisation and revenue, as well as providing accurate forecasting to your Operations Director.

This is a Hybrid role where you will be expected to attend the office a couple of times per week to ensure effective team collaboration time.

Who are we?

TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are Team TSG, Service Excellence and Shared Growth, these sit at the core of our business helping us to achieve our mission.

Why should I work for TSG?

It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 100 Best Large Companies’ and one of the ‘Top 50 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding’ employee engagement.

Benefits

• Our open and honest culture where feedback is taken on-board and acted upon
• The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
• Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event
• Two paid CSR days per annum that you can use towards giving something back
• Our charity fundraising – TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
• Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
• Relaxed dress policy
• Excellent progression opportunities, training and support, including recognised qualifications
• 25 days annual leave + public holidays, rising with length of service
• Employee benefits trust
• Company bonus scheme
• Life assurance 4 x Salary
• Contributory pension scheme at 4% matched
• Healthcare and cash plan
• Electric vehicle salary sacrifice scheme
• Cycle to work scheme
• Employee assistance programme
• Paid CSR Days
• Company sick pay and income protection cover
• Enhanced Maternity and Paternity pay
• Discounted gym membership
• Long service rewards

Job responsibilities will include, but are not limited to;

• Manage the Practice Team, including activities such as the effective running of team meetings, conducting appraisals and addressing recruitment needs
• Defining and managing Operational Level Agreements which will help to meet SLAs and develop SMART objectives linked to the organisational goals.
• Manage the commercial and financial performance of the team
• Identify success and failure early to maximise opportunities and take correction action as required
• Support and drive the development of the Practice Teams, identifying suitable training and development opportunities
• Ensure that the key performance indicators are met, and risks are effectively managed
• Support Practice Team members dealing with problematic customer issues, project barriers and risks
• To support the evaluation and implementation of systems or procedures that will improve the efficiency of the Practice
• Effective resource management, which may include subcontractor resource

Knowledge, Skills & Experience;

• Experience in a project management / operations environment, preferably servicing an external customer base
• Extensive proven experience in a leadership position managing sizeable teams, preferably across a variety of role levels
• Demonstrable background in tracking and measuring staff performance, as well as motivating team members
• Strong analytical and problem-solving skills
• Strong Interpersonal skills
• Demonstrable commercial and financial skills with the ability to forecast, identify gaps and think proactively to meet targets
• Experience in budgeting, reporting, planning, and auditing
• Exceptional organisational skills
• Educated to a degree level and / or Prince2 qualified would be desirable
• Full valid UK driving licence is essential