Business Operations Specialist

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.
We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

Business Operations Specialist:

The Business Operations Specialist is a senior Operational role, where you will have responsibility for a team and several Programmes. You will build and maintain solid relationships with our customers to continue to consistently deliver superior levels of service. The role requires you to operate alongside the MS Team, managing the required operational functions in delivering the Programme objectives and developing a deep understanding of projects to gain insights into the scope of service delivery.

Key Responsibilities

• Monitor a suite of programmes to ensure the successful execution of implementation plans, KPIs, SOWs, billing milestones.
• Conduct regular assessments of the effectiveness of the approach to implementation/ deployment and recommend and action improvements to optimize results.
• Act as the primary point of contact during the management of the Programme, of all technology and service-related inquiries, concerns, and issues, and plan a resolution or escalate as needed to appropriate parties.
• Training of teams/people, and management of training programmes for onboarding new MS programmes
• Provide support, guidance, and discipline where appropriate to members of the Operations team for which you are responsible.
• Perform monthly 1:1s with Operations team members for which you are responsible.
• Input and manage the scope of requirements during the early engagement, development, and transitioning phases of projects ensuring that the requirements, designs, and any other support risks and issues are managed appropriately.
• Respond to MS Programme issues raised and work with Support teams, Finance and Product teams to solve.
• Recommend improvements to established business processes while continuing to deliver high value in execution.
• Proven track record of delivering complex IT projects of work for large enterprises.
• Reporting to the MS VPs, you will be working with our Managed Service teams to ensure we reach their desired outcomes and maximise the value that they get from EOS ITS solutions.
• Monitor and proactively manage MSP accounts using data and other information.
• Provide Support to the VPs on all initiatives that will drive MSP retention and customer satisfaction.
• Review actual performance against forecast – understand gaps and put corrective measures in place, as appropriate.
• Work with VPs and Service Delivery Manager(s) as appropriate to agree strategy for assigned accounts & input to design and support for service implementation
• Analysing third-party as well as internal processes and creating strategies for service delivery optimization performance and Quality Management.
• Providing accurate and regular reports to management on performance of the service.
• Responsible for managing customer senior management level governance meetings and actions.
• Personnel management, including staff recruitment, performance assessment, training, and mentoring, building strong relationships with teams and stakeholders.

Required Skills, Experience & Qualifications

• 3+ years of relevant project management or operational (leadership/management) experience
• Demonstrated success in managing large-scale programmes across both internal and external entities.
• Expertise in people management and leadership, with strong organizational skills, capacity to train and guide junior team members, ability to manage and prioritize tasks efficiently.
• Excellent communication skills, both written and verbal, with the ability to effectively convey complex information to stakeholders at all levels.
• Solid understanding of technology trends and how they can be applied to business operations.
• Strong resource planning and problem-solving skills, readiness to demonstrate a proactive attitude, excellent verbal, and written communication skills.
• Build strong relationships across business units and with users to ensure effective, timely delivery of application services.
• Excellent interpersonal skills and an ability to influence key stakeholders across the business to positively influence outcomes and correct customer service issues in support of the organisation’s strategy.
• Strategic thinker with first-class organising and action-planning skills.
• Self-direction and innovation
• Ability to travel internationally occasionally, as needed.