Job Summary
The IT Senior Manager will be responsible for overseeing and managing Auxis’ IT Outsourcing operations for its clients, including Service Desk, Desktop Support, Network Operations Center (NOC), Infrastructure Administration & Architecture, and Security. This role provides subject matter expertise across the Information Technology Outsourcing (ITO) landscape, focusing on managing day-to-day operations while driving innovative solutions to enhance performance and efficiency. The position works closely with direct reports across the various support towers and collaborates with the Service Delivery Management team assigned to client accounts to ensure high levels of customer satisfaction, meeting contractual service level agreements, and maintaining strong operational performance. Additionally, the IT Senior Manager supports the business development team by contributing to solution design and service proposals for prospective clients.
Responsibilities
Operational Performance
- Partner closely with Service Delivery Managers, operational tower leads, and clients to resolve major operational and performance issues, ensuring high service levels and customer satisfaction.
- Collaborate with Service Delivery Managers on critical communications regarding service-level performance and operational updates across all ITO functions.
- Manage profitability of operational teams by monitoring payroll and resource costs to ensure alignment with established budgets and salary structures.
- Enforce operational controls across all support towers and clients to maintain compliance and service quality.
- Ensure standardized technology architectures across clients for approved platforms and solutions.
Operational Visibility
- Define, track, and review operational KPIs and service-level metrics to measure service performance and drive continuous improvement.
- Present monthly operational reports to the Practice Director, covering resource utilization, client KPIs & SLAs, improvement initiatives, and control compliance.
Client Satisfaction
- Oversee and approve customer onboarding requirements, ensuring a smooth handoff from migration to operations.
- Partner with Client Service Directors and Service Delivery Managers to deliver on NPS (Net Promoter Score) and other customer satisfaction targets.
Processes & Controls
- Lead the development and implementation of ITO operational processes and controls to maintain high service quality and meet business objectives.
- Ensure full compliance with security policies and procedures across all managed environments.
Continuous Improvement
- Drive AI and automation initiatives to enhance operational efficiency, reduce manual effort, and standardize processes across practices.
- Champion a service improvement culture, focusing on quality, performance, profitability, and customer satisfaction.
Team Leadership
- Oversee staffing and hiring for ITO teams to ensure proper resource allocation in alignment with budgets and contractual requirements.
- Partner with Operations and HR to monitor and manage retention and attrition within acceptable guidelines.
- Mentor, coach, and develop team members, recommending appropriate training programs to enhance capabilities.
Business Growth Support
- Collaborate with the Business Development team to design and support solution proposals for new clients.
- Provide strategic leadership to develop and deliver innovative managed services solutions that drive business growth.
Skills and Experience
- Experience: 7+ years in IT management, including at least 3 years in IT outsourcing with proven success managing teams across multiple client environments.
- Education: Bachelor’s degree in IT, Business Administration, or related field, preferably with a focus on information systems or IT management.
- Language: Fluent in English (written and verbal), with proficiency of 85% or higher.
- Operational Expertise: Strong background overseeing Service Desk, Desktop Support, NOC, Infrastructure Administration, and Security Operations.
- Technical Knowledge: experience with IT infrastructure platforms, ticketing systems, and monitoring tools.
- Best Practices: Knowledge of ITIL or other IT service management frameworks; certifications are a plus.
- Leadership & Performance: Skilled at managing KPIs, tracking operational performance, and presenting results to senior leadership and clients.
- Innovation Mindset: Passion for driving AI and automation initiatives to enhance service delivery and efficiency.
- Client Focus: Strong customer orientation and ability to thrive under tight deadlines.
- Communication: Excellent people management, interpersonal, and presentation skills.
- Travel: Willingness to travel internationally as needed, primarily to the US.
