Strategic Operations Director

hace 18 horas


San José, San José, Costa Rica Tek Experts A tiempo completo

Overview

We're looking for a highly skilled Strategic Operations Director to play a key role in our company, overseeing the distribution of resources across Tek Experts. This strategic position is responsible for monitoring and achieving all performance targets while ensuring we meet all agreed-upon SLAs with our clients globally.

This leader will coach and develop team managers, drive overall employee engagement, and ensure financial goals are achieved while building and maintaining relationships with key client contacts.

The Azure Platform Technical Support (APTS) team provides world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure. As a member of this team, you'll work collaboratively to solve intermediate and complex technical problems for medium and large companies.

Key Responsibilities:

  • Ensure that all targets and SLAs are met at a global level.
  • Deliver the business plan, aligning customer and Tek Experts strategy while maximizing operational excellence.
  • Establish and monitor operational processes to meet or exceed customer expectations and ensure high customer satisfaction.
  • Implement process improvements, including change management, to enhance performance for clients or reduce costs for the company.
  • Ensure the right balance of resources to maintain service delivery within agree-upon budgets.
  • Drive business strategy for your site to maximize operational excellence in accordance with the overall organizational strategy.
  • Implement operational processes to successfully manage site activities and seek out cost-effective solutions that improve strategic and tactical operations.
  • Coach, mentor, and inspire the first line management team to live the Tek Experts values and achieve high employee engagement.
  • Lead resource planning processes that grow internal talent and create contingencies for short-term capacity gaps.
  • Develop and implement KPIs to measure effectiveness and ensure business goals are met.

Requirements:

You're a technically proficient individual with higher education classwork in IT or technical work, or experience with enterprise support. You have a passion for technology, understand it, and are adept at using it. Proficiency in both written and oral English is required. You enjoy solving complex technical issues and are customer-obsessed, taking the initiative and exceeding expectations.

In this role, 5-10 years of experience in technical support, software support, IT operations, or infrastructure services are required, with at least 3 years of managing teams. A bachelor's or master's degree in business administration, projects, economics, or a related field is preferred. Experience in supporting cloud-based technologies is helpful. Excellent understanding of technology-based environments and solutions is required. Certification in MS Azure, MCSE, CCNP, Linux, and/or core team technologies is preferred. Strong organizational, planning, leadership, and management skills to motivate and develop employees are required.



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