Service Operations Center Manager

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Posting date: 08/03/23

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JOB PURPOSE 

The Service Operations Center Manager will be responsible to build and manage a 24×7 Service Operations Center (SOC) by leading a team that performs work order scheduling using a CMMS and monitoring alarms received via the BMS and EMS systems, including helpdesk activities.  

KEY RESPONSIBILITIES 

  • Perform all staff management activities, including hiring, training, performance management, and developing staff, including ensuring that staff is fully trained on all support processes and procedures
  • Provide 24×7 Management escalation and oversight for the SOC staff and incidents 
  • Build a team to perform all work order scheduling for preventative and corrective maintenance activities as well as incident management activities including driving troubleshooting bridge calls to resolution; diagnosing impact on the organization; documenting throughout the event appropriately; and ensuring that After-Action Reporting and associated corrective actions are completed 
  • Build a repository for alarm response, activities, escalations, and resolution actions 
  • Assist in development and enhancement of preventative maintenance and corrective maintenance procedures, standards, and timelines 
  • Ensure that customer communication requirements are met and promote a positive customer experience by translating technical details and status updates into clear, concise customer-facing summaries 
  • Collaborate with fellow team members and technical support teams to develop processes and procedures 
  • Interface with internal departments to collect requirements and documentation to identify process improvement initiatives 
  • Suggest and manage strategic programs by gaining support for ideas, best practices, optimizations, proposals, projects, and solutions in ways that are consistent with the values and mission of the organization 
  • Communicate regularly with management on issues, constraints, and project status 
  • Effective management of operational processes, including the maintenance of the process document library and associated governance. 
  • Ensuring Client SLAs / KPIs and Customer satisfaction expectations are achieved. 
  • Partner with the Account Teams / Site Delivery Teams to ensure that all planned preventative and reactive work orders are managed through to completion. 
  • Conduct 1-1s, and PDPs, setting objectives, and development plans. 
  • Proactively identify any potential areas of improvement and propose improved ways of working with the Management team. 
  • Provide timely and effective reports for meetings with key Account stakeholders and will manage Account escalations when needed. 
  • Build strong networks with the Account Team and Customers, in order to empower collaborative working and positive outcomes. 
  • Motivating self and Team to drive performance. 
  • Ensure quality monitoring auditing processes are in place. 
  • Drive a culture focused on employee engagement, process efficiency and robust operations. 
  • Implement, own & manage all associated Service Operations Center systems, e.g. IP telephony, FSI, Facilio, CMMS systems, ERP, Cloud hosting, workforce optimization, etc. 

THE IDEAL CANDIDATE

  • Understanding of facilities management and the types of assets found therein  
  • Have a strong understanding of reactive and planned maintenance works – including making safe and incident management. 
  • People management experience and ability to coach Team Leaders in the management of our people. 
  • Flexible and adaptable to change
  • Relationship-building and influencing capabilities 
  • Management experience within a Command Center and/or Call Center environment  
  • Advanced analytical and decision-making skills, finding trends and making recommendations based on the data available 
  • Ability to deliver exceptional customer service to Stakeholders (internal and external) 
  • Customer-focused and responsive
  • Advanced knowledge of and skills in IT, IoT, Automation and CMMS applications. 
  • Ability to remain calm under pressure 

SKILLS REQUIRED 

  • Bachelor of Science degree in Information Technology, Business Management, related field, or equivalent experience 
  • 5+ years of Operations experience in a 24×7 environment
  • 3+ years of Management experience 
  • Facilities Management, Energy services, high-tech, or rapid-growth industry experience is required 
  • Knowledge of critical systems, physical security, network connectivity, IOT systems, IT cloud infrastructure and CMMS configuration is required 
  • Proficient in Microsoft Office 360Suite – Excel, Word, PowerPoint, Project, SharePoint and Visio 
  • Prior experience with ITSM, CMDB, IOT and CMMS software is required
  • Exceptional analytical, conceptual thinking, and decision-making skills 
  • Excellent oral and written communication skills 
  • Strong sense of personal accountability regarding decision-making and team leadership 
  • Ability to predict challenges and proactively minimize roadblocks 
  • Fluent in English 
  • Proficiency in Arabic is highly valued
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