Strategic Operations Lead

hace 6 días


Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo

About Us

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Tek Experts is a dynamic tech services and support company, delivering specialized solutions for clients. We're problem solvers, engagers, and creative thinkers who strive to help our customers succeed. Our agile, relationship-based support empowers the largest, most innovative enterprises to thrive.

We're transforming the tech landscape globally, offering advanced technology services, cybersecurity expertise, and unmatched technical skilling tailored to public and private sectors' unique needs. If you crave problem-solving, process improvement, learning, and collaboration within a diverse global team, you're a great fit for us.

Job Description

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The Senior Operations Manager role plays a pivotal part in our operations unit under the Global Delivery Lead, with responsibilities spanning multiple locations globally. As a Senior Operations Manager, you will be responsible for planning customer, staff, and organizational requirements while serving as part of the escalation path for operational issues when needed.

Key Responsibilities include:

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  • Onboarding and developing a team of specialists, building business unit knowledge within Tek Experts.
  • Maintaining strong relationships with clients through continuous communication, keeping key stakeholders informed of critical issues.
  • Ensuring the support team meets KPIs and SLAs, managing Operations Managers and delivery managers locally.
  • Running, analyzing reports, and creating action items to improve operations and ensure metric achievement.
  • Managing headcount numbers and collaborating with the client director to update quotas/targets.
  • Maintaining open communication with the delivery team, reviewing team status, metrics, possible issues/needs, and proceeding with actions.
  • Participating in review processes and workflows to diagnose areas for improvement.
  • Creating, implementing, and maintaining business processes, proposing improvement plans where gaps are noticed.
  • Performance management and people development (Talent Management) for the LoB.

People Responsibilities

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You will play a key role in building management depth by providing guidance and mentorship to all levels of leadership within the line of business. Key People Responsibilities include:

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  • Communicating strategy and guiding operations managers in attracting, retaining, and developing talent.
  • Driving culture and engagement initiatives, ensuring performance management processes are in place along with resource & succession planning.
  • Developing trusting relationships with operations managers and team members, coaching, mentoring, and inspiring operations management teams.
  • Promoting a culture that encourages top performance and high morale.
  • Working with operations managers to create challenging & achievable goals, creating an atmosphere of success.
  • Ensuring employees know what's expected of them at work so they can commit, deliver, and focus on what matters most.
  • Managing policy design, approval, and compliance.

Qualifications

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We seek candidates with a Bachelor's degree or equivalent work experience, preferably ITIL certification or related certifications. A master's degree is desirable. Candidates must have completed NYSC or have an exemption certificate. Fluency in English is essential, both written and spoken. The ideal candidate has 5-10 years of leadership and people management experience in a similar role or capacity, proven operations background, and experience managing two levels of management and their direct reports.

Able to analyze complex problems, interpret operational needs, develop strategic plans, build strong client relations, and drive business growth. You will thrive in a collaborative environment, embracing challenges, and driving results-oriented solutions.



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