Service Operations Support Lead

2 days ago

Halifax Nova Scotia, Nova Scotia, Canada Davies Full time

Our vision

Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead.

We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.



Why work for Davies

Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Davies benefits and employee policies are ever-evolving and can be discussed at interview stage.



The Role

You are responsible for the daily support of the Service and Technical Operations Analysts, providing guidance, support, and mentorship to ensure the team's success. Your focus is to help maintain high levels of service quality, efficiency, and customer satisfaction.

You will support the teams in their Problem Management and continual improvement activities, working closely with other teams to drive continuous improvement initiatives and implement best practices.

You will carry out workforce management, managing shift patterns across all regions and ensuring smooth handoffs between the teams.Ensuring knowledge and guidance is consistent across all operations teams and acting as a contact point to help unblock and deal with challenges faced within the team.

A key responsibility of the Ops Lead is managing major incidents, ensuring timely resolution, coordinating resources, and effective communication across teams to minimize service disruption and ensure business continuity.

Two important things to note about this role; we do not offer sponsorship therefore you are required to have full working rights in Halifax, Nova Scotia. This role is Hybrid, working from our offices in Halifax a couple of days / week.



Key responsibilities

  • Provide ongoing support and mentorship to Service and Technical Operations Analysts, ensuring the team's success through guidance.
  • Ensure adherence to processes whilst continuously identifying patterns and areas for improvement for service enhancement.
  • Lead and manage major incidents by coordinating response efforts, ensuring clear communication, and driving swift resolution to minimize service disruption and impact on the business.
  • Promote a culture of problem-solving within the support teams with a proactive mindset.
  • Support the automation–first mindset, identifying opportunities and guidance to help automate processes and reduce manual intervention.
  • Manage resource and ensure the team have the skills and tools needed to be successful.
  • Manage shift patterns to ensure comprehensive coverage and smooth handoffs between teams, optimizing workforce efficiency.
  • Support the teams in Problem Management by providing guidance on complex issues that may require senior or strategic intervention, and act as a facilitator to their progress.
  • Act as a primary contact point for addressing and resolving challenges within the team, ensuring obstacles are promptly and effectively removed.
  • Ensure consistent knowledge and guidance across all operations teams, fostering a learning environment and a unified approach to service delivery.
  • Act as a point of escalation for complex customer service issues.
  • Maintain strong relationships with customers, working with the divisional business teams to ensure we understand and support their requirements.
  • Work closely with other teams and business areas to maintain and improve the service operations frameworks.



Key skills and experience required.

  • Demonstrable experience in IT Service Operations/Desk with previous leadership experience.
  • Strong understanding of customer service principles and practices, with an emphasis on problem management.
  • Proven experience in leading and managing major incidents, including the ability to coordinate resources, facilitate communication and drive resolution under pressure
  • Excellent conflict management skills.
  • Experience of agile processes an advantage.
  • Have the ability to inspire, motivate and guide a team to achieve their goals.
  • Be able to remain calm and level-headed under pressure retaining a sound judgement in complex situations.
  • A strong focus on customer satisfaction, recognise their needs and ensure communication to meet/or exceed these.
  • Pragmatic; the ability to make informed decisions whilst considering all contributing factors, SLAs, risk, cost etc.

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