Regional Operational Manager

Milestone Technologies is looking for a passionate, self-motivated Regional 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.ResponsibilitiesPlan, develop, and evaluate client programDefine key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improvePresent operational metrics weekly to IT LeadershipMaintain and report on budget status, in addition to other financial measures defined for the customer engagementCollaborate with Milestone Technologies Human Resources on all personnel issues or questionsMaintain documentation and process specific to the customer engagementDevelop a strategic perspective of the service based on multiple levels of detailed operations informationFoster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectationsSupervise staff and oversee work organized by team leadersMaintain agreed upon service level agreementsProvide Milestone Technologies and the client with any updated program changesEnsure that all documentation is up-to-date and that all program participants are fully trained on processes and proceduresReview change order requests and lead all Quarterly business reviews with the clientProvide counseling of staffDetermine the need for travel and training of all employeesManage the merit performance processEnsure staff training takes place and compliance can be reportedSkills5+ years Leadership Experience with IT Service Delivery in a Data Center environment & Logistics ManagementKnowledge of SLA achievement and methodologyDevelopment and implementation of technical training programsAbility to drive tool and process improvement through innovationLeadership and core business/interpersonal skillsSuccessful project management experienceAbility to establish relationships with Business TeamsFamiliarity with common metrics used in the IT industryAbility to develop a strategic perspective of the service based on multiple levels of detailed operations informationExcellent problem solving, communication, and organizational skillsExperience leading programs within an IT Operations environmentBachelor's degree in Business, Communications, IT or related field of studyExperienced in process / service level improvement - proven track record.Experience in Lean Six Sigma.