Managed Services Operations Coordinator
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Key skills for this role
About the Role
Responsible for coordinating operational activities, ensuring service delivery meets client needs, and improving processes while demonstrating strong communication and organizat.
Key Skills for This Role
Responsibilities
- Assist with management of the shift roster and ensure all operations metrics are monitored
- Assist with ensuring shift handover processes are adhered to and managed
- Assist with management of shift escalations from clients
- Dashboard all key metrics and manage about to be breached situations
- Contribute to ensuring services meet stated SLA levels
- Monitor operational effectiveness of support services and develop improvement plans
- Balance client needs with strategic direction of the organization
- Identify needs, risks, and issues and propose appropriate solutions
Requirements
- 0 2 years of experience in managed services or IT operations
- Basic understanding of service delivery and SLA management
- Strong communication and coordination skills
Full Job Posting
Role Overview
- The Associate Managed Services Operations Specialist is an entry level subject matter expert, responsible for learning the skills to work closely with internal service delivery teams to help plan, coordinate and monitor the implementation of operational activities and processes.
Key Responsibilities
- Assists with the management of the shift roster and ensuring that all operations metrics are monitored.
- Assists with ensuring that shift handover processes are adhered to and managed.
- Assists with the management of shift escalations from clients.
- Dashboards all key Metrics and manages the about to be breached situations.
- Contributes to ensuring that services are meet the stated service level agreement (SLA) levels.
- Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
- Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
- Balances the needs of the client with the strategic direction of the organization.
- Understands the core issues affecting the client and works with the relevant service teams to resolve.
- Helps to identify the needs, risks and issues and proposes appropriate solutions and courses of action.
- Performs any other advanced operational tasks as required by leadership.
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