Operations Manager - Resources and Energy

About the role

The ENR Operations Manager is accountable and responsible for overseeing the day-to-day functioning of the managed services and maintenance agreement customer needs for Enterprise and Energy & Natural Resources sectors. This role is responsible for delivering a high level of customer service which requires building a strong customer facing relationship at an operational and senior management level. You will be the single point of contact, both internally and externally, and provide oversight of all operational services required to meet and exceed Key Performance Indicators and Service Level Agreements.

Key responsibilities

• Provide customers a single point of local contact for operations and drive customer service and KPI compliance
• Drive regular service reviews and other forums to ensure that operational services and issues are managed successfully
• Own and resolve operational issues, including Incident reports and follow up action items, both internally and externally, including conducting customer briefings
• Analyse data to assess and improve the service quality being provided
• Manage and maintain operational services scope as per the contracts
• Ensure customers understand their obligations in regard to service deliverables
• Ensure Motorola meets obligations in regard to service deliverables and required KPI's
• Manage escalation of issues, internally and externally, to ensure effective customer service
• Ensure that customers receive appropriate and timely reporting as required by the contracts
• Identify and implement areas for improvement to ensure improved service quality and best practice delivery

About you

• Minimum of 5 years+ of experience in an operational management role within a telecom or network services environment
• Diploma / Tertiary Qualifications in Business Management, Information Technology, Computer Science or equivalent
• Strong understanding of network infrastructure and technologies, including wireless communication, IP networking, and software-defined networking
• Experience in LMR systems, with a strong emphasis on ASTRO P25 technology and public safety communication requirements
• ITIL Foundations 4 framework and principles
• Experience in Digital Radio Communications environment or equivalent (both Trunked and Conventional systems including Simulcast)
• Experience in leading customers through systems implementation and driving improvement on high impact mission critical Customer operations
• Experienced in problem solving and consulting capability
• Experience with network monitoring and management tools