System Operations Manager
Reports to Deputy CEO – Permanent role
Location: Palma or Madrid, Spain
In this role, you will develop strategies to improve productivity, efficiency, and the quality of IT services. Adopts agile methodologies to provide improved services in a cost efficient manner while keeping customer satisfaction with our services high. You will provide overall system and project management support, training and consultation, and recommendations about future planning.
Works with business operations teams to ensure good coordination of IT changes without impacting business processes. Builds and maintains relationships with other IT leaders to develop a clear understanding of business needs.
Reporting and analysis
Provides oversight for the operations and support of IT systems that fulfill the needs of the business, and provides input to the Director, IT Operations as well as to peer direct reports responsible for other aspects of infrastructure and operations.
IT Maintenance and Stability
Ensures that when outages occur or are imminent, the team promptly responds to support the needs of the business users. Determine availability of systems and IT application processing
Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery. Prepare reports and ensure optimal performance and maintain records of service level agreements for customers.
Monitor and test fixes to ensure problems have been adequately resolved. Track and analyze request trends and create statistical reports for management. Interact with IT for status updates on defects and enhancements
Lead operational change management for production changes and any related workflow impacts
English speaker – High Level
Spanish speaker – High Level
3rd language is a plus.
Extreme attention to detail
Capability to work effectively within time constraints.
Understand and anticipate needs
Consistent driver of improvements
Excellent communication skills with a capacity to present, discuss, and explain issues coherently and logically both in writing and verbally
Must be detail oriented, outgoing, can balance conflicting and changing demands through prioritization and a pragmatic approach working with all levels of corporate personnel
Excellent team management, coaching, and mentoring skills
Bachelor’s degree in related field and/or relevant industry certifications or equivalent experience
5+ years of direct technical IT experience or 5+ years of strong planning and organizing skills including the ability to manage several work streams simultaneously
Ability to instill confidence that IT operations contributes to the business value of IT
Strong IT operations acumen, including cross-domain knowledge and preferably earlier career experience in an individual contributor role in IT operations
Ability to cope in a technically complex and fast-changing environment and to respond calmly and rationally to changing aspirations in a deadline-driven situation
Ability to work non-traditional hours to support on call escalation issues to provide 24X7 service availability