Engineering Operations Manager / ICT Service Delivery Manager

We are currently expanding our team and are looking for a motivated and experienced Engineering Operations Manager to help us facilitate our growth plans. This is a key role in the services management structure, focused on managing our professional services team.

Radius Technologies is one of Ireland’s leading companies in the IT, Cloud, Telecoms and MSP marketplace. The company is entrepreneur-led and has ambitious plans to grow both organically and through acquisitions over the coming years.

Job Description – Engineering Operations Manager / ICT Service Delivery Manager

Reporting To: COO

Location: Waterford (Head Office) 

The Engineering Operations Manager will be responsible for the ICT professional services team, ensuring all projects are delivered to best practice and to a high standard.

They will be responsible for managing a team of technical professional consultants. The role includes demand and resource management to ensure service engagements are delivered in a cost effective and timely manner.

The key objective is to maintain and increase utilisation of the delivery team, whilst communicating with and supporting our customers at all stages of our customer engagement. This will ensure tasks are completed as required and any issues arising are dealt with in an effective and professional manner.

The position reports directly to the Operations director and collaborates with sales, post-sales, scheduling and technical resources and is a key member of the services management team.

Key Tasks and Responsibilities

As a Engineering Operations Manager, your duties will include:

  • Deliver a sustainable, profitable model for the professional services resources and practices, with monthly and quarterly revenue and utilisation targets
  • Effectively manage the team members to ensure team objectives and business goals are achieved
  • Effective and efficient scheduling of team members workload to achieve full utilisation
  • Ensure team members are recording their time and review and authorise same
  • Conduct individual performance reviews as per the performance management cycle
  • Contribute to development and management of training and development plans for team members
  • Collaborate with sales and architect teams to identify potential new services offerings
  • Manage and resolve resourcing issues and contribute to business unit/area development plans
  • Deliver exemplary customer service, including the maintenance of customer relationships to ensure repeat customers by taking care of any customer concerns or complaints quickly and professionally
  • Develop and maintain productive relationships with inside sales team and client account managers
  • Provide assistance to sales team and manage resource utilisation in selling and delivery of professional services to clients
  • Have an extensive working knowledge of industry standards and practices, including product details and company services offered

Essential Requirements

  • Technical Degree with related Industry qualifications (Microsoft Server admin, Project management and delivery / Lean / Prince / ITIL)
  • 5+ years’ experience in managing the delivery of professional services projects within the ICT industry
  • 5+ years’ previous service delivery and people management experience in a technical environment required
  • Comprehensive industry knowledge of SME industry (5 – 250 user sites)
  • Strong technical background, in delivery of Microsoft server and client application systems
  • Proven ability to understand and help to solve the challenges and issues faced by technical consultants on a daily basis
  • Strong demand and resource capacity management experience required
  • Ability to interpret and understand client’s needs/requirements – support with technical presales and technical solutions design
  • Demonstrable experience of best practice standards and methodologies for service management and delivery
  • Full driving Licence essential

Desired requirements

  • Commercial acumen with a deep understanding of consultancy led sales and delivery

Competencies Required

  •  Customer Service – Putting the customer at the heart of all decision making ensuring quality care is always a priority
  • Leadership – lead, mentor and develop the team to get the desired business outcomes
  • Decision making & problem solving – the ability to make decisions in a timely and effective manner utilising data to back up decisions
  • Communications Skills – Strong written and verbal communication skills are essential to enable the individual to effectively communicate with all stakeholders
  • Planning and Organisational Skills – The individual must have the ability to effectively plan, organise and prioritise tasks to ensure deadlines are achieved while multitasking in a fast paced and changing environment
  • Attention to detail – continually checking work to ensure delivery of the highest quality 

Apply Now!

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Certified Excellence

Radius maintain both ISO quality and Information Security certification. With GDPR regulations now in force, it’s critical that your IT partner handles your organisation’s sensitive data with the highest of standards.

ISO Quality and Information Security certification requires rigorous processes to be embedded at the heart of everything we do. Radius is proud to maintain this standard, awarded to only the very top tier of IT service providers.

Industry leading partnerships

Radius is a gold Microsoft partner for Datacenter and Cloud Solutions, a preferred HP and Cisco partner and a Retail Excellence Ireland gold partner. These partnerships give us unrivalled access to the best technology to support our clients’ IT and Telecoms needs.