[Hiring] Service Operations Manager @Nasstar

Role Description

We are looking for a Service Operations Team Manager to join the Next Generation Managed Services (NGMS) Team for our Employee Experience (EE) and Customer Service Centre (CSC) teams, part of the Microsoft Division Productivity portfolio. This role is to manage both the Customer Service Centre and the Employee Experience Resolve Group teams, who support, optimise and maintain our customers’ environments and service end user requests, primarily around Microsoft services.

Your responsibilities will centre around maintaining the best practices associated with the five pillars of security, cost optimisation, reliability, performance efficiency and operational excellence within the Azure Well-Architected Framework. You will spend your time managing the EE and CSC teams who respond to incidents and service requests via our ITSM monitoring tool (ServiceNow ITOM). In addition, you will also be responsible for ensuring the delivery of Video Managed Services (VMS) to existing and new clients. You will also be a Service Owner of new and existing NGMS services and will be accountable and responsible for the delivery of the services with specific attention on the proactive run and operate activities, looking at automation and improved ways of working to deliver value to our clients and efficiencies within the team.

Key Responsibilities

• Ensuring the Customer Service Centre team are fulfilling the following activities and being involved yourself as required:
  • Answering incoming telephone calls, responding to live chat and portal communications from clients and end users, ensuring professional behaviour is always exhibited.
  • Ensuring telephony KPI’s are understood by the team and delivered upon.
  • To ensure the team are correctly validating issues as part of triage, including aligning the appropriate service offerings, understanding impact and urgency to generate the priority and providing visible reassurance and ownership to the client(s).
  • Always exhibiting excellent ticket management behaviour following the processes and procedures that have been put in place.
  • Being able to resolve incidents at first contact and where skill and expertise may not be at the levels needed, escalating to the appropriate Resolver Group with urgency and attention to detail, ensuring reassurance and ownership is evident at all times for clients.
  • Successful delivery of all Video Managed Service requests as required.
• Ensuring the Employee Experience team are fulfilling the following activities and being involved yourself as required:
  • Administering and supporting the Microsoft services that customers use, to enable the work their employees need to accomplish.
  • Manage customer device estates using InTune.
  • Remediating security vulnerabilities around those technologies and participating in security incident response.
  • Manage customer endpoint estates using Azure Virtual Desktop.
  • Dealing with issues directed to our Employee Experience engineering team arising from our alerting and monitoring solution (ServiceNow ITOM).
  • Servicing customer requests relating to their use of Microsoft services.
  • Analysing, maintaining and improving the service catalogue of customer requests.
• Working with service delivery and change managers to ensure that any changes made mesh well with the customer’s overall strategy and are implemented successfully.
• Ensuring that all communication, interactions, assignments, details and actions are clear, effective and timely and that your team are doing the same consistently.
• Working with the Portfolio and Practice teams and ensuring existing Service Descriptions are relevant and applicable to the market and clients and helping to develop new offerings as the business and client base grows inline with product and strategy changes.
• Be accountable for the continual improvement strategy for your team and delivery of services within your remit.
• Quality Assurance, be responsible for maintaining high-quality, consistent, and cost-effective services.
• Team Leadership, leading a support and operational team to oversee problem triage through to resolution to deliver seamless operations and efficient service delivery.

Qualifications

• AZ-900 Microsoft Azure Fundamentals qualification.
• MD-102 Microsoft 365 Endpoint Administrator Associate qualification.
• AZ-140 Microsoft Azure Virtual Desktop Specialty qualification.

Requirements

• Prior experience as an engineer on Microsoft products, proficient with M365 and Azure services, infrastructure, system, security and cost administration, network configuration, OS and application support in an operational environment.
• Experience with Azure configuration management tools including Azure portal, Azure PowerShell or Azure CLI.
• Experience in configuring and using PaaS offerings (like WebApp, Azure Database services, Containers etc.).
• Experienced with Windows OS and common Microsoft server workloads (e.g. AD, SQL, IIS) configuration and support.

Benefits

• 25 days’ holiday (excluding bank holidays) + Your Birthday Off.
• Flexible working – we will consider any written request for flexible working.
• Virtual working – we empower our people to work remotely.
• Top tech – we supply best-of-breed software and hardware for all our staff.
• 4x annual salary life assurance.
• Health cash plan.
• Retail discounts and other perks from major brands.