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Service Operations Manager

ADVANCE YOUR MANAGEMENT CAREER!

Do you enjoy building teams, helping people grow and value accountablity.  We’re looking for highly motivated people manager to oversee our Service Operations Team in Lancaster, PA. 

As the Service Operations Manager at ONE 2 ONE, you will oversee our NOC, Technical Services and Professional Services team.  The role is responsible for providing continuous development and process improvement, ensuring SLA response times are being met, and managing customer experience with service delivery and technical response. 

EXPECTATIONS

Business functions this role is accountable for: 

  • LMA (Lead, Manage & Accountability) the NOC, Service, and Professional Teams

  • Quality Assurance

  • Vendor Management

  • Service Operations Process

Job Expectations:

  • Emulate and promote the ONE 2 ONE culture by adhering to vision, mission and core values

  • Provide exemplary customer service to existing and prospective customers

  • Follow all company systems, processes, guidelines, expectations, policies and procedures

  • Represent ONE 2 ONE in the community via events like conventions, expos, chamber functions, and as directed by management

  • Attend relevant webinars, seminars, conferences, vendor training to keep current on training and industry standards

  • Active team member on the leadership team

  • Demonstrate a high level of expertise for each company-offered service and product line

  • Communicate and collaborate with all company departments to achieve defined company and departmental objectives

  • Develop and/or Improve Departmental processes, procedures, documentation, tools and structure to improve operational efficiency

  • Manage service operations department functions, including process, productivity requirements, product/service offerings, metrics, and budgeting.

  • Manage assigned staff to include hiring, training, coaching, performance feedback, recommending and administering discipline.

  • Ensure customer equipment is being monitored, managed and maintained per agreement standards

  • Ensure SLA’s are being met according to agreement both during and after business hours (on call)

  • Manage escalated customer questions or concerns with delivery and technical response, as needed

  • Vendor research and product development as directed by management

     

CORE COMPETENCIES

Core Competencies:

  • High level of competence in using Microsoft Office software

  • Critical thinking and problem-solving skills

  • Strong written and verbal communication skills

  • Excellent decision making and leadership capabilities

  • Adaptability in a growing and changing environment

  • Ability to manage in a fast-paced environment

  • 7+ years of experience in the IT industry

  • 7+ years of management experience

  • Experience in a managed service environment

  • Practical knowledge of information technology industry standards

  • Experience in strategic planning, risk management and/or change management



WHY WORK WITH US?

IS THIS POSITION THE RIGHT FIT?

As the Service Operations Manager at ONE 2 ONE, you will oversee our NOC, Technical Service and Professional Services teams.  The role is responsible for providing continuous development and process improvement, ensuring SLA response times are being met, and managing customer experience with service delivery and technical response.

Our fast-paced and supportive environment will offer you lots of benefits – a competitive salary, flexible working arrangements, and opportunities for training and development.

Your role functions will include: 

  • LMA (Lead, Manage & Accountability) the NOC, Service, and Professional Teams
  • Quality Assurance
  • Vendor Management
  • Service Operations Process 

Experience: 

  • 7+ years of experience in the IT industry
  • 7+ years of management experience
  • Experience in a managed service environment
  • Practical knowledge of information technology industry standards
  • Experience in strategic planning, risk management and/or change management 

Skills 

  • High level of competence in using Microsoft Office software 
  • Critical thinking and problem-solving skills 
  • Strong written and verbal communication skills 
  • Excellent decision making and leadership capabilities 
  • Adaptability in a growing and changing environment
  • Ability to manage in a fast-paced environment