Operations Manager

Milestone Technologies • Long Beach, CA

264d • $111,300 - $120,000

About The Position

Milestone is looking for a passionate, self-motivated Program Manager, Technical Operations who brings a wealth of people management, knowledge, and expertise. Our ideal candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their global users. You must be willing to challenge the status quo in order to help improve existing workflows and processes to enhance customer experience. Experience in client service management, analytics, strategic thinking, negotiations and operations are required. We are looking for an analytical and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client's long-term business strategy under the guidance of our Global Service Operations Management Team.

Requirements

• Bachelor's degree in business, Communications, IT or related field of study
• 5+ years of experience in IT Service Delivery & Technical Team Management
• Technical area may include, 24x7 Operations, Oracle DB, OBIEE/OAS/Data analytics, Java based full stack custom application development, understanding Cyber Security and Dev/Sec/Ops, Windows and Linux knowledge
• 5+ years of full-time technical (program) management experience in a technical organization managing programs at scale
• Strong analytical and technical skills related to solution ownership and quantitative data analysis
• Experience managing successful delivery within a complex engineering or technology-focused organization
• Technically minded and understand the day-to-day operations of a well-established technical org
• Knowledge of complex technical ecosystems and adequate technical depth
• Experience leading programs within an IT Operations environment
• Knowledge of SLA achievement and methodology
• Familiarity with common metrics used in the IT industry
• Development and implementation of technical training programs
• Ability to drive tool and process improvement through innovation
• Leadership and core business/interpersonal skills
• Successful project management experience
• Ability to establish relationships with Business Teams
• Ability to develop a strategic perspective of the service based on multiple levels of detailed operations information
• Excellent problem solving, communication, and organizational skills

Responsibilities

• Plan, develop, and evaluate client program
• Define key operational metrics, develop reporting infrastructure and cadence, set targets, and continuously improve
• Present operational metrics weekly to IT Leadership
• Maintain and report on budget status, in addition to other financial measures defined for the customer engagement
• Collaborate with Milestone Human Resources on all personnel issues or questions
• Maintain documentation and process specific to the customer engagement
• Develop a strategic perspective of the service based on multiple levels of detailed operations information
• Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
• Supervise staff and oversee work organized by team leaders
• Maintain agreed upon service level agreements
• Provide Milestone and the client with any updated program changes
• Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures
• Review change order requests and lead all Monthly Business Reviews (MBR) with the client
• Provide counseling of staff
• Ensure that performance evaluations of all staff are completed according to the Personnel Manual
• Determine the need for travel and training of all employees
• Manage the merit performance process
• Ensure staff training takes place and compliance can be reported

Benefits

• Estimated Pay Range: $111300.00 - $120000.00 USD
• Equal employment opportunity for all applicants and employees
• Reasonable accommodations for disabled applicants and employees

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree