IT Managed Service Manager

**WE ARE**

Opinov8 is a technology service provider, with an
**Opinion in Innovation**, we engage with our clients at any stage in their product engineering and innovation goals, with solutions being mainly collaborative and outcome-driven. We are driven by delivering
**value**, for our clients, through
**technological innovation**.

We are a young energetic and dynamically agile company and the team behind Opinov8 are software industry veterans. We are ambitious on our own and on our client’s behalf and we do not look at a client engagement as a project, we are in it to help our clients build sustainable products, platforms, and businesses.

**Our core values and what we look for in our Opinov8rs**:
You are
**Collaborative** - which is a key component to being successful in distributed environments.

You are
**Innovative** - it is a requirement that we innovate, as individuals and as a company.

Be
**Adventurous** - courageous people are adventurous, we are hiring and nurturing this quality.

Always
**Respectful**:

- remember if you don’t respect others they will not respect you.

Inherently
**Intelligent**:

- it goes without saying we are all intelligent in our own way.

Ultimately
**Responsible** - being responsible is a core personality trait that is needed for us and our clients’ success and ultimately a happy work environment.

**WE BUILD**:
We have an exciting opportunity for a Managed Service Manager to join our globally expanding Delivery Function. You will be working in close collaboration with the PMO Team and will play a key role in defining the processes and ways of working to ensure the success of our Managed Service offering. This is a huge opportunity to join a rapidly scaling business, define what good looks like and enable us to get there.

Within the Delivery Organization your work will be related to the support of internal delivery processes, ensuring internal systems' data accuracy and bringing cooperation and collaboration with different teams - practice leaders, project management team, resource management team.

This role is a great opportunity for an experienced IT Service Management professional with the ambition and vision to drive improvements and performance. You will be a great communicator at all levels, able to use data, reporting and presentation skills to influence stakeholders and clients to refine and improve services. Reporting directly to the Head of Delivery you will have the autonomy to be creative and innovative in your role while working in collaboration with colleagues and clients.

**BEING PART OF THE TEAM**:

- Responsible for abiding by the Service Requirements and the KPIs/SLA
- Act as a delivery lead and project manager to ensure the quality of the delivery and the respect of milestones, planning, finances
- Accountable for all divergence regarding the expected quality
- Present on a regular basis the activity reports and the Service improvement plan to the customer
- Assess customer feedback and using creativity to establish, improve, and refine services
- Act as a point of escalations
- Plan resources for and schedule activities
- Draft regular status reports about KPIs/SLA fulfilment
- Propose, discuss and implement measures for service and resource optimisation
- Coordinate and resolve escalations and critical issues
- Plan activities, such as deployments, tests, etc.
- Plan and define scope, activity planning and sequencing, resource planning
- Develop schedule, time estimation, cost estimation, budget development, documentation
- Generate, lead and communicate metrics to key stakeholders, including those that are not well versed in agile practices (e.g. Velocity, Burndown, Burnup, EAC, Earned Value, etc.)
- Identify and mitigate potential risks and perform major incident management
- Understand and promote the benefits of DevOps approaches and tooling such as continuous integration, continuous delivery, test automation, code quality analysis, etc.
- Support alignment of data between systems
- Help ensure that practice mentors are being supported
- Help practice leads with admin related support where needed
- Related reporting

**POWER YOU BRING**:

- 5+ years of proven experience in service delivery management or other relevant IT experience(s)
- Effective verbal and written communication skills and ability to work with technical and non-technical personnel at various levels in the organization
- Previous experience of IT service in a global organisation, collaborating across different locations, cultures and levels
- Experience as project manager delivering IT projects and as scrum master would be a plus
- Experience of delivering solutions using Agile methodologies like Kanban
- Excellent leadership and customer service skills
- Fundamental knowledge of Networking and Hosting technologies and solutions
- Experience with Microsoft tools is an advantage
- English: Fluent business written and spoken is essential