Regional Operations Manager

Company Overview

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 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.

Job Overview

The Regional Operations Manager is responsible for leading a high-performing function and running daily operations helping drive innovation, growth, facilitating strong partnerships internally with peers and our client's technical and inventory teams, and supporting category leadership. The Regional Operations Manager serves as the daily point of contact for the Services at the client. The Regional Operations Manager works in partnership with key service owners within the client organization. The Regional Operations Manager is responsible for executing all SOW deliverables, driving a well-defined quarterly and other business review processes, and shaping the overall program scope. The Regional Operations Manager will act as the primary day-to-day escalation point with our clients and regional business owners. Our Regional Operations Manager will manage costs as well as headcount projections.

How You Make An Impact:

• Oversee the daily execution and scheduling of all technical staff to ensure efficient utilization of technical resources to support Data Center & Logistics Services and the associated KPIs
• Implement the policy defined by the client and assumes the overall leadership role in guiding all administrative, fiscal, training, counseling, and mentoring of technical staff to achieve high-quality service execution within the Logistics & Data Center Operation Services function
• Manage and be accountable for delivering the outcomes and outputs of the Milestone Datacenter Service program for the client with broader service improvement programs
• Support the ongoing evolution of the client's datacenter service strategy, service delivery design principles, methodology, tools and processes, and work to bring efficiency across the client's service
• Act as primary coordinator of all CSI, Service Support, and SME resources to drive proactive collaboration within the client service teams to identify opportunities for service efficiency, automation, and compliance, which have a demonstrable value add
• Use the principles of ITSM, Lean Six Sigma, and other continuous improvement tools and best practices in the areas of lean manufacturing, they will define, develop, and design a CSI framework to;
• Lead the capture, qualifying, and documenting of all service improvements
• Lead the initiation of CSI development through the support and guidance of Technical Operations teams to perform onsite customer assessments
• Lead and promote technical awareness of the Value Stream Mapping process and activities
• Analyze and prioritize data-driven improvements
• Contribute and influence the design and development of data dashboards to support operational service measurements to support in-depth operational data analysis
• Collaborate with client stakeholders to further understanding captures within service metrics, SOPs, and MOPs
• Promote coaching and mentoring of all functional process owners (Technical SMEs) in the concepts of Lean Six Sigma and other continuous improvement tools (PDCA & DMAIC)
• Provide key inputs into the development of the continuous improvement training curriculum
• Promote Lean Six Sigma certification standards and develop a Lean Six Sigma internal community
• Research new and emerging industry trends regarding methodologies and technologies to be able to evaluate whether these can offer any service benefit
• Act as the reference point for Milestone and Pure Storage stakeholders for feedback/input regarding any changes or additions to the Service Operation Delivery and Execution (SOPs, Systems, or Tools)
• Lead Milestone engagement on CSI project meetings, Analysis, and Reports
• Perform various managerial duties including the overview and approval of work schedules to maximize the department's effectiveness
• Acts as the Project Manager, ensuring all employees are meeting deadlines and goals, meeting with them regularly to track progress and assist/escalate when needed
• Conduct Quarterly Business Reviews
• Conduct employee one-on-one meetings at a regular cadence
• Collaborate with the Account Manager and Client on all financial aspects
• Conduct yearly employee performance reviews
• Stay up to date and aware of all clauses on SOW drafted between Account Manager and Client Manager
• Ensures all SOW deliverables are met
• Tracks the Service Performance including all KPIs and OKRs on measurable deliverables and produces metrics reporting on a weekly, monthly, and quarterly cadence
• Acts as the client's primary point of contact for all employees related HR, financial issues, and concerns
• Team performance management and monitoring
• Help monitor performance to align with goals (MTTR, throughput, ticket counts)
• Create and QC of SOPs/MOPs for Data Center and Logistics changes and procedures
• Provide technical and problem resolution support
• Develop, lead, and maintain a focused safety culture to promote Safe Work Practices, Hazard, Management, and Risk Management through toolbox talks, 5S, and RCA investigation techniques
• Maintain a holistic view of the service and committed results

What You Need to Succeed:

• This role requires a broad skill set including strong relationship management and negotiation skills, people leadership and development, client-facing business acumen, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their users
• Minimum 2 years of experience in Operations Management, Customer Service Management, Client Service Management, or similar/relevant role
• Experience in lean management for operations, planning, finance, or consulting
• Project Management - proven ability to lead cross-functional projects
• Proficiency with tools including Slack, Jira, Microsoft Word, Excel, PowerPoint, Outlook, and Teams
• Experience developing, mentoring, and managing a team, especially across several geographies
• Strong analytical and problem-solving skills with extensive business acumen
• Ability to thrive in dynamic fast paced environment
• Highly innovative, flexible, and self-directed
• People Skills - maximizing trusting effective relationships
• Strong interpersonal skills and an assertive approach, whilst maintaining your ability to be vocally self-critical
• Strong listening skills
• Excellent communication and intercultural skills
• Efficient written and verbal communication skills
• Professional appearance and demeanor
• Ability to interact and engage professionally with guests, management, employees, customers, and suppliers
• Passionate self-starter, decisive and able to move with speed to implement ideas
• Ability to learn quickly and master new technology
• Ability to exercise wise judgement
• Possess a strong decision-making ability
• Strong organizational skills with attention to detail and quality

Preferred Skills:

• Bachelor's Degree from an accredited institution
• Multi-site experience leading teams and operations

Compensation

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.

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