Strategic Operations Director

hace 18 horas


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

Tek Experts is a leading tech services and support company focused on delivering specialized solutions for clients. We're a team of problem solvers, engagers, and creative thinkers who strive to help our customers succeed.

Job Description

We're seeking an experienced Operations Manager to oversee the distribution of resources throughout Tek Experts. This strategic role involves monitoring and achieving performance targets, ensuring we meet all SLAs agreed upon with clients globally.

You'll be responsible for coaching and developing team managers, driving employee engagement, and ensuring financial targets are met while building relationships with key client contacts.

Responsibilities
  • Ensure all targets and SLAs are met at a global level.
  • Delve business plans, 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.
  • Evaluate 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.
Qualifications

To be successful in this role, you'll need:

  • A minimum of 5-10 years of experience in technical support, software support, IT operations, or infrastructure services, with at least 3 years of managing teams.
  • A bachelor's or master's degree in business administration, projects, economics, or a related field.
  • Experience in supporting cloud-based technologies is highly desirable.
  • An excellent understanding of technology-based environments and solutions.
  • Certification in MS Azure, MCSE, CCNP, Linux, and/or core team technologies is preferred.


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