Position Summary The Manager of Service Operations leads and oversees Centre Technologies' Shared Services functions, including First Contact, Build Room, Field Services, and After-Hours teams. This role is responsible for driving team performance, managing escalations, and ensuring consistent, high-quality service delivery across all shared services operations. The Manager establishes and maintains policies, procedures, KPIs, and reporting to support operational efficiency and continuous improvement. This position partners cross-functionally with internal leaders and client stakeholders to ensure alignment, collaboration, and an exceptional customer experience.
Essential Duties and Responsibilities - Management of the services operations team: First Contact, Build Room, Field Services, and After-Hours team
- Customer Escalation Management. Working with client POCs and internal leadership to address any escalation issues across Shared Service teams.
- Managing policies and procedures for Shared Services.
- Oversight of tickets on Shared Services boards.
- Managing KPI's for Shared Services team. Report KPIs, updates, progress of shared services teams to leadership.
- Managing tools and automation for shared services related items.
- Oversee the customer new employee user forms process and strategy
- Ensure First Contact Team is staffed and trained appropriately to handle inbound call load.
- Responsible for collaboration with After Hours SDM to ensure training topics and escalations are handled.
- Meet with After Hours team once per month at minimum to address training topics and ensure consistency
- Inventory Management of Centre and client hardware across multiple Build Rooms in different territories.
- Partner with other leaders in the organization to ensure Shared Services collaboration and alignment with other teams
- Continual training and buildout of Immybot to assist with computer deployments.
Education/Experience/Certifications - Bachelor's degree in Information Technology, Business, or a related field (or equivalent work experience)
- 5+ years of experience in managed services, shared services, or IT support operations
- 2-4+ years of leadership experience managing teams, including mentoring and performance management
- Deep knowledge of Connectwise Manage, including workflows, agreements, time and billing relationships etc.
- Knowledge of other AI/automation tools such as Rewst and Zofiq, and a desire to find ways to continue to increase efficiency and offload manual tasks.
- Intune & Autopilot knowledge
Work Environment and Physical Demands - Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
- Occasional lifting (up to 10 pounds and occasionally lift and/or move up to 50 pounds) may be required.
- Reasonable accommodations can be made to enable individuals with disabilities/injuries to perform the essential functions of this role.
- The noise level in the work environment is moderate.
- Frequent local travel is required.
