Job Title: Operations Manager Department: IT Managed Services Location: Dunshaughlin, Co Meath Reports to: CEO Job Overview We are seeking a highly motivated and experienced Operations Manager to oversee the day-to-day operations of our IT Managed Services team. This role is critical in ensuring seamless delivery of services, optimal team performance, and client satisfaction. The Operations Manager will work closely with technical staff, project managers, and clients to maintain high service levels, manage resources effectively, and drive continuous improvement initiatives. Key Responsibilities Service Delivery Management Oversee and manage the delivery of managed IT services to clients, ensuring adherence to service-level agreements (SLAs). Track key performance indicators (KPIs) to assess service delivery performance and identify areas for improvement. Act as a point of escalation for client issues, ensuring timely resolution and proactive communication. Team Leadership & Development Manage and mentor the operations team, including technicians, helpdesk support, and project coordinators. Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for professional growth. Collaborate with HR in recruiting, onboarding, and retaining top talent within the operations team. Process Improvement Identify opportunities to streamline processes, improve efficiency, and enhance service quality. Implement best practices and standardized procedures for service delivery, ticket management, and incident response. Develop and document SOPs for core operational activities to ensure consistent performance and knowledge transfer. Resource Planning & Management Allocate resources effectively based on project requirements, client needs, and internal priorities. Collaborate with the technical team to forecast demand and ensure staffing levels align with workload requirements. Maintain accurate records of resources, including personnel, hardware, software, and inventory. Client & Stakeholder Relationship Management Foster strong client relationships by ensuring excellent service and understanding of client requirements. Conduct regular client meetings to review service levels, address concerns, and discuss new initiatives. Communicate effectively with internal and external stakeholders, aligning operations with business goals. Budget Management Monitor operational budgets, controlling costs and optimizing resource use. Participate in annual budget planning for the operations department, providing accurate cost forecasts and recommendations. Requirements Bachelors degree in Computer Science, Information Technology, Business Administration, or related field. 5+ years of experience in operations management, preferably within an IT managed services or technical support environment. Proven experience managing teams in a high-paced, client-focused service industry. Strong knowledge of IT service management (ITSM) practices, frameworks like ITIL, and incident management tools (e.g., ServiceNow, JIRA). Excellent problem-solving, organizational, and communication skills. Ability to work in a fast-paced environment, handle multiple priorities, and make quick decisions. Certifications in PMP, ITIL, or similar frameworks are a plus. Benefits Competitive salary and performance-based bonuses Health insurance Pension plan Opportunities for professional development and certification training Flexible working hours and remote work options This position is ideal for an experienced operations professional looking to lead a dynamic team in a rapidly growing IT services environment. If you are passionate about service delivery, innovation, and continuous improvement, we would love to hear from you!