Operations Manager

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Job Overview

The role of the Operations Manager is to support our in region Operational Team Leads and Team members in maintaining the quality and efficiency of the service we delivery to our Clients. This will be achieved by directing the
service in the ongoing attainment of SLAs & KPIs, continually identifying areas of Service Risk and supporting the implementation of improvements, always ensuring sufficient resource quality and capacity to meet the current and
future service demand, whilst ensuring service execution compliance and safety in everything we do. The operational focus must be matched by an ability to collaborate with our Client in meeting their ongoing business
needs with an excellent customer service through consistent proactive communications and engagement with all Stakeholders.

The working environment is a mixture of On-site and Remote management of our APAC Data Centre Operations, this currently consist of the Singapore Logistics Team and will include the Server Break fix team services as of H2-24.

How You Will Make An Impact

**People Management**:

- Perform 1 to 1 performance management with Team Lead and L3’s on a monthly basis.
- Work with Team Lead to plan and execute training of all team members to support the execution of their assigned responsibilities.
- Assist Team Lead in monitoring and proactively planning team workforce Utilisation & Capacity on a weekly basis to support service workload effectively.
- Ensure the provision of excellent proactive customer service by the Team Lead and other team members in their support to the Client and other operational teams as required
- Identify areas for improvement and development to assist in the successful execution of team manager duties in delivering a quality service on behalf of Milestone
- Ensure that Team Lead completion of all performance management reviews for their direct reports are completed quarterly.
- Act as a promoter and guardian of Milestone core values and service excellence
- Forecast for additional team future resourcing ensuring sufficient trained manpower capability.
- Manage all new Team Lead hire onboarding to ensure service execution quality.
- Employee on-boarding & off-boarding support to team lead and HR as required
- Partner with HR on employee issues through the use of Milestone’s disciplinary processes
- Partner with Milestone talent acquisition (TA) on weekly recruitment calls on open resourcing requirements and ensuring open positions are filled within SLA
- Provide guidance to regional team leads on Milestone and Client strategy and our core values

**Service Level Management**
- Conduct and document weekly meeting with service team leads to review service performance using available service data, onsite observations and client feedback to discuss all aspect of service targets, quality of the service delivery, and the team performance.
- Ensure the Team Lead directs and supports all operations in a proactive, compliant and effective manner.
- Monitor the compliance of operational execution in line with Standard Operating Practices and Work Instructions.
- Use operational Dashboard and Metrics to identify areas of performance gaps/challenge and areas for service improvement.
- Monitor, Track and Report on Service CSF’s, KPI’s and SLA’s
- Assist the team in the maintenance of 5S standard within all operational areas.
- Monitor, Track and report on all Safety Observations, Incidents and Safety Investigations.
- Assist the Team Lead on the input to, upkeep and actions related to a Service Improvement Register
- Ensure the end-to-end management of any service improvements that are captured from safety observations, Root Cause Analysis, or service trending data provided by Milestone or client
- Lead Client “Voice of the Customer” survey analysis and feedback to Team Leads
- Escalate all areas of service non-compliance in a timely and effective manner to support remediation, root cause analysis and long term correction.
- Manage Regional Incident Reporting, Root Cause Analysis and Risk Management processes, ensuring data quality and correct incident details cap