Operations Manager Job Description
Most Recent Research: 25 January, 2012
Job Description
Take responsibility for the ongoing support, maintenance, performance and uptime of corporate networks and services. Oversee compliance to ITIL standards in problem management, change management, release management and configuration management for all operational activities. Provide recommendations on service level agreements and operations skills gap assessments.
Related Content
Tasks and Activities
- Manage all operations activities and risks
- Own and oversee the project delivery transition to support processes
- Assist in the prioritization of projects based upon SLA metrics and operational challenges
- Evaluate work flows and identify process efficiencies
- Manage contracts with carriers and service providers.
- Manage operational budgets and associated costs of providing operational support including human resources and operational recurrent expenditure.
- Monitor and maintain performance metrics as specified by Service Level Agreements.
- Manage, motivate and lead operational support staff.
- Identify and address training and skills requirements in line with operational support requirements.
- Actively contribute to Project Delivery outcomes by providing clear requirements and boundaries associated with supporting new sites and/or technologies.
- Asses and address the impact of operational issues.
- Produce incident reports for Category 1 and 2 operational issues.
- Actively contribute to processes associated with operational matters.
- Manage on-call rosters and shift work resources as required.
- Enable build teams to rapidly build, test and deploy software products
Role at a Glance
Skills, Knowledge & Experience
- Excellent written and oral communication skills.
- Planning, controlling and scheduling operational resources.
- Broad knowledge process improvement techniques and principles.
- Demonstrated knowledge of Change Management frameworks such as ITIL.
- Service contract negotiation skills.
- Experience in leadership roles.
- Excellent knowledge of information systems and infrastructure.
- Excellent knowledge of software development methodologies.
Organizational Position
Reporting to the IT Director, General Manager or IT Manager this role oversees technical support staff.
Qualifications & Certifications
May hold a degree such as a Bachelor of Information Technology, Bachelor of Business or an MBA as well as ITIL certifications.
Key Competencies
Judgement & Decision Making
Influencing
Strategic Insight
Communications
Leading Others
Financial proprietary
Attributes of an Excellent Operations Manager
Operational work can often be reactive due to the nature of support work. An excellent operations manager includes a proactive approach to support work by ensuring that there are plans and processes in place prior to incidents occurring.
Related Careers
Attraction to the position and job retention strategies for employers
This role is well suited to methodical, diligent people who have great attention to detail and are proactive in their approach to problem solving.
As with all operations work, constant 'fire fighting' can be tiresome and disheartening. It can leave staff feeling like it doesn't matter how much effort is put in because there are always more issues and complaints waiting around the corner. Executive management can work to assist operations managers with proactive planning and long term support goals.
What You Know
Understand leading people
Understand managing resources
Budgeting and finance
Incident Management
Change Management
What You Do
Manage Incidents
Manage budgets
Manage human resources
Act as an escalation point
Identify skills gaps
Manage support contracts
What You Are
A leader
A motivator
Calm and rational under pressure
Organised
Expected Pay Rate for an Operations Manager
Salary Range: US$130K per year
Page Research Level (PRL)
A key designed to give an indication of the depth of research used to produce the content of the page.
PRL Key Jobs researched
Level 0 =0-6
0-6Level 1 =6-29
6-29Level 2 =30-49
30-49 Level 3 =50-79
50-79Level 4 =80-99
80-99Level 5 =100+
100+