Technical Trainer

Operations Manager

Milestone Technologies is looking for a passionate, self-motivated Operations Manager who brings a wealth of people management, knowledge and expertise. Our ideal candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their global users. You must be willing to challenge the status quo in order to help improve existing workflows and processes to enhance customer experience. Experience in client service management, analytics, strategic thinking, negotiations and operations are required.

We are looking for a smart, analytical and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client's long-term business strategy under the guidance from our Global Service Operations Management Team.

Plan, develop, and evaluate client program Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve Present operational metrics weekly to IT Leadership Maintain and report on budget status, in addition to other financial measures defined for the customer engagement Collaborate with Milestone Technologies Human Resources on all personnel issues or questions Maintain documentation and process specific to the customer engagement Develop a strategic perspective of the service based on multiple levels of detailed operations information Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations Supervise staff and oversee work organized by team leaders Maintain agreed upon service level agreements Provide Milestone Technologies and the client with any updated program changes Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures Review change order requests and lead all Quarterly business reviews with the client Provide counseling of staff Ensure that performance evaluations of all staff are completed according to the Personnel Manual Determine the need for travel and training of all employees Manage the merit performance process Ensure staff training takes place and compliance can be reported

Skills

HS Diploma or GED 4+ years Leadership Experience with IT Service Delivery & Logistics Management Previous experience working within a technical environment Knowledge of SLA achievement and methodology Development and implementation of technical training programs Ability to drive tool and process improvement through innovation Leadership and core business/interpersonal skills Successful project management experience Ability to establish relationships with Business Teams Familiarity with common metrics used in the IT industry Ability to develop a strategic perspective of the service based on multiple levels of detailed operations information Excellent problem solving, communication, and organizational skills Experience leading programs within an IT Operations environment Bachelor's degree in Business, Communications, IT or related field of study

Compensation

Estimated Pay Range: $85,500.00 - $90,000.00 USD/yr. Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success. Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.