Operations Manager (Service Delivery Manager)

Operations Manager (Service Delivery Manager)

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We're growing rapidly. Would you like to join us? 

Are you looking to expand your career in IT leadership in a rapidly growing company?  
Do you want to be responsible for delivering extraordinary customer support across Microsoft Office 365? 

Join us at Tek Experts. We are a leading global provider of technical support and consulting services on behalf of the world’s largest IT companies. 

With 7,000 employees across six global offices, we have built a reputation for deep technical expertise and providing exceptional customer experiences. We operate a 24/7/365 service across borders, languages and time zones.

About the role...

As part of our local management team, you will oversee and lead performance, monitoring overall KPIs and targets in your team. We care about the work we do, the companies we partner with and the customers they serve and we believe our people are critical to our success. 

Ideally, you will be from an IT support background and have extensive experience in delivering support to enterprise customers. A confident team manager you will have a team of approximately several hundred and have a client-facing role.

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What you’ll be doing

    • Plan by prioritizing customer, staff and organizational requirements.
    • Onboard a team of specialists and developing the business unit knowledge in Tek Experts.
    • When needed, serve as part of the escalation path for operational issues.
    • Maintain continuous lines of communication, keeping the global leader of Consumer and client director informed of all critical issues.
    • Responsible for a wider perspective of metrics achievement.
    • Manage section and delivery managers locally.
    • Run, analyze reports and create action items to improve the operation and ensure metrics achievement.
    • Manage headcount numbers and work with the client director to update the quotas/targets.
    • Open communication with the delivery team to review team’s status, metrics, possible issues/needs and proceed with actions. Also to keep the managers updated on latest news, action plans, etc
    • Concurrent meetings with customer’s managers, if needed.
    • Ensure that the support team meet KIPs and SLA.
    • Attend regular operational and business review meetings.
    • Participate in the review processes and workflow to diagnose areas for improvement.
    • Create, implement and maintain business processes.
    • Proactively proposes improvement plans where gaps are noticed.
    • Performance management and people development
what you'll be doing
skils required

What you'll need

  • Demonstrable experience leading a support team of at least 200 team members.
  • Strong organizational, planning, leadership and management skills with a confident and professional manner.
  • Strong English communication skills with excellent presentation skills.
  • Excellent soft skills, including conflict resolution, influence and negotiation skills.
  • Ability to work under pressure in a highly targeted environment.
  • Committed to self-development and the development of others.

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Our selection process

Apply now!

It’ll only take two minutes


We’ll contact you to tell you a little more about the process


If your profile matches what we’re looking for, we’ll invite you to an interview where we can get to know each other better
Operations Manager (Service Delivery Manager)
My Career. My Future. My Tek Experts.
Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.

Are you ready to join our team?

We’re a modern, challenging and fast growing business because of the success of our people. We are waiting for you!

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