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Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure, and servicesto drive specific business outcomes such as digital transformation, innovation, and operational agility.Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 2,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.
The Technical Operations Manager will ensure clients' success by understanding their unique needs, aligning the services with their strategic business objectives, and continuously optimizing their technology and service experiences. This role will be responsible for evaluating operational delivery, monitoring, critical risks, and events, and driving continued performance. The Technical Operations Manager will deliver technical roadmaps to advance operational capabilities for customers' clients, helping them achieve unparalleled uptime and performance.
How You Will Make an Impact
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Measure Customer Satisfaction by both qualitative and quantitative measures.
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Support Monthly Operational Reviews / Quarterly Business Reviews with customers' clients.
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Provide support in the development of Technical Roadmap.
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Achieve service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations.
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Continuously monitor and assess the health of technical solutions, proactively identifying opportunities for improvement and growth.
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Develop and maintain technical operational performance metrics and reports. Analyze data to make data-driven decisions and drive improvements.
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Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all technical-related matters.
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Drive technical updates, outages, incidents, and technical requests, maintaining clear and effective communication.
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Partner with other technical resources/Develop standards for the Services organization utilizing best practices.
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Document customer interactions and relevant information in customer's CRM system ensuring incidents and outages are recorded.
What You Will Need to Succeed
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Minimum 2 years of experience in Technical Operations Management, Customer Service Management, Client Service Management, or similar/relevant role.
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Experience in lean management for operations, planning, finance, or consulting.
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Project Management - proven ability to lead cross-functional projects.
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Proficiency with tools including Slack, Jira, Microsoft Word, Excel, PowerPoint, Outlook, and Teams.
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Experience developing, mentoring, and managing a team.
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Strong analytical and problem-solving skills with extensive business acumen.
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Ability to thrive in dynamic fast paced environment.
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Highly innovative, flexible, and self-directed.
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People Skills - maximizing trusting effective relationships.
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Strong interpersonal skills and an assertive approach, whilst maintaining your ability to be vocally self-critical.
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Strong listening skills.
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Excellent communication and intercultural skills.
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Strong written and verbal communication skills
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Professional appearance and demeanor.
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Ability to interact and engage professionally with guests, management, employees, customers, and suppliers.
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Passionate self-starter, decisive and able to move with speed to implement ideas.
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Ability to learn quickly and master new technology.
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Ability to exercise wise judgement.
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Possess a strong decision-making ability.
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Strong organizational skills with attention to detail and quality.
Preferred Skills
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Bachelor's Degree from an accredited institution
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Multi-site experience leading teams and operations
Estimated Pay Range: 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 & InclusionAt 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 ouremployees butis 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.
This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.