Company Overview Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestone\xe2\x80\x99s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe. Job Overview The role of the Operations Manager is to support our in region Operational Team Leads and Team members in maintaining the quality and efficiency of the service we delivery to our Clients. This will be achieved by directing the
service in the ongoing attainment of SLAs & KPIs, continually identifying areas of Service Risk and supporting the implementation of improvements, always ensuring sufficient resource quality and capacity to meet the current and
future service demand, whilst ensuring service execution compliance and safety in everything we do. The operational focus must be matched by an ability to collaborate with our Client in meeting their ongoing business
needs with an excellent customer service through consistent proactive communications and engagement with all Stakeholders. The working environment is a mixture of On-site and Remote management of our APAC Data Centre Operations, this currently consist of the Singapore Logistics Team and will include the Server Break fix team services as of H2-24. How You Will Make An Impact People Management:

• Perform 1 to 1 performance management with Team Lead and L3\xe2\x80\x99s on a monthly basis.
• Work with Team Lead to plan and execute training of all team members to support the execution of their assigned responsibilities.
• Assist Team Lead in monitoring and proactively planning team workforce Utilisation & Capacity on a weekly basis to support service workload effectively.
• Ensure the provision of excellent proactive customer service by the Team Lead and other team members in their support to the Client and other operational teams as required
• Identify areas for improvement and development to assist in the successful execution of team manager duties in delivering a quality service on behalf of Milestone
• Ensure that Team Lead completion of all performance management reviews for their direct reports are completed quarterly.
• Act as a promoter and guardian of Milestone core values and service excellence
• Forecast for additional team future resourcing ensuring sufficient trained manpower capability.
• Manage all new Team Lead hire onboarding to ensure service execution quality.
• Employee on-boarding & off-boarding support to team lead and HR as required
• Partner with HR on employee issues through the use of Milestone\xe2\x80\x99s disciplinary processes
• Partner with Milestone talent acquisition (TA) on weekly recruitment calls on open resourcing requirements and ensuring open positions are filled within SLA
• Provide guidance to regional team leads on Milestone and Client strategy and our core values

Service Level Management

• Conduct and document weekly meeting with service team leads to review service performance using available service data, onsite observations and client feedback to discuss all aspect of service targets, quality of the service delivery, and the team performance.
• Ensure the Team Lead directs and supports all operations in a proactive, compliant and effective manner.
• Monitor the compliance of operational execution in line with Standard Operating Practices and Work Instructions.
• Use operational Dashboard and Metrics to identify areas of performance gaps/challenge and areas for service improvement.
• Monitor, Track and Report on Service CSF\xe2\x80\x99s, KPI\xe2\x80\x99s and SLA\xe2\x80\x99s
• Assist the team in the maintenance of 5S standard within all operational areas.
• Monitor, Track and report on all Safety Observations, Incidents and Safety Investigations.
• Assist the Team Lead on the input to, upkeep and actions related to a Service Improvement Register
• Ensure the end-to-end management of any service improvements that are captured from safety observations, Root Cause Analysis, or service trending data provided by Milestone or client
• Lead Client \xe2\x80\x9cVoice of the Customer\xe2\x80\x9d survey analysis and feedback to Team Leads
• Escalate all areas of service non-compliance in a timely and effective manner to support remediation, root cause analysis and long term correction.
• Manage Regional Incident Reporting, Root Cause Analysis and Risk Management processes, ensuring data quality and correct incident details captured for all incident reports by Chairing all root cause analysis meetings and following agreed Milestone process and policies

Client Relationship Management:

• Support the Service Governance structure through regular quality client meetings, reports, service data analysis insights and reviews that helps to build a quality collaborative partnership between Milestone and the Client.
• Act as the MPOC for all high priority service escalations
• Partner with Milestone and Client leadership to help drive continuous service Improvement, identify areas of risk, and provide insights on future opportunity for growth
• Take ownership of Milestones collaboration on Milestone and Client strategic projects/ initiatives to drive business results

Project Management

• Provide timely and clear updates on assigned projects for each weekly Milestone leadership sync, ensuring high quality professional monitoring and execution of all assigned projects

Financial Management

• Work with Service Delivery Manager and Financial Analyst to provide inputs into resource and billing forecasts for the associated service.
• Provide business case and client approval for all new hires and promotions
• Provide cost management assistance (headcount, Overtime, and expenses) related to the delivery of the contracted service

What You Will Need To Succeed

• Proven work experience as Manager of Operations covering Supply Chain Management, Inventory Management, Asset Management, Shipping and Large Warehouse Logistical operations.
• Proven People Leadership ability
• Knowledge of organizational effectiveness and operations management
• Knowledge of Safety within the workplace
• Knowledge of 5S practices
• Experience of resource planning and forecasting
• Customer Service experience
• Excellent communication skills to support decision making
• Professional presentation skills to support client facing reports and oral presentations
• Ability to balance workload through prioritisation and time management skills.
• Ability to manage and provide remote leadership of operations on behalf of Milestone
• An analytical mindset to service data analysis, proactive problem-solving and service improvement development
• Conflict and negotiation skills capability to manage operational and people management issues

Preferred Qualifications

• 10+ Years of Experience
• Bachelor\'s Degree is preferred

Job Type: Full-time Pay: From $85,000.00 per year Schedule:

• Day shift

Work Location: Remote