IT Operations Manager

Hebron, KY

Professional, Scientific, and Technical Services

About the position

The position involves providing operational governance for a specific account or set of accounts, focusing on managing client relationships, driving client satisfaction, and maintaining relationships with client business partners. The role also includes managing local scheduling and real-time operations to maximize resources (both human and automated) to achieve customer satisfaction, productivity, schedule adherence, and economic goals.

Responsibilities

• Lead the planning and execution of account governance to achieve strategic and operational objectives.
• Develop and expand relationships across the client's organization to understand their business needs and formulate a roadmap for Pomeroy to assist in achieving their objectives.
• Maintain frequent and effective client communications including leading monthly business reviews.
• Leverage and work effectively with Pomeroy service delivery leaders and their teams to meet and exceed client obligations.
• Engage senior level stakeholders within Pomeroy as an integral component of strategic account management.
• Operate as an advocate for the client while also fostering the client into a Pomeroy advocate.
• Oversight of daily activities of operations to maximize scheduling and real-time utilization of resources.
• Interface with Central Operations management to ensure smooth coordination of scheduling and maximization of schedule adherence.
• Ensure operations Coordinators manage schedule adherence and escalate issues as warranted.
• Enact contingency plans as needed and participate in post-mortem analysis of problems.
• Review ongoing performance results to targets and take corrective measures as needed.
• Participate in daily, weekly, monthly, and annual planning processes.

Requirements

• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Ability to develop and maintain client relationships.
• Experience in operational governance and resource management.
• Proven ability to analyze performance results and implement corrective measures.

Nice-to-haves

• Experience in a similar role within the industry.
• Familiarity with Pomeroy's service delivery processes.
• Ability to engage with senior stakeholders effectively.