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Job Title

Customer Operations Manager          

Location

Scottsdale

Summary of Position

The Customer Operations Manager (COM) acts as an agent for our outsourcing customers inside the OneNeck organization.  The position is responsible for managing the integrity of customers' environments during day to day operations based on contractual service level agreements. The COM also participants in as well as leads various IT projects, provides proactive guidance to customers on IT direction and works collaboratively with all parties to ensure a holistic management approach to the customer's environment.

Position Description

• Participates and contributes as an active member of the Customer Management Team in the definition, creation and execution of departmental programs and plans to meet the short, medium and long-term objectives of the business
• Manages all aspects of customer interaction as it relates to Database operations to maximize profitability and revenue growth of the existing customer base
• Facilitates workforce planning to ensure quality of services delivery and effective support of the operational policies and procedures
• Must apply strong project management skills to define the strategies, scope, plans, schedules, and documentation of solutions
• Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation of criteria for obtaining results
• Supports and/or leads any number of programs
• Will typically facilitate meetings and programs that span across multiple departments or accounts simultaneousy
• Responsibilities will likely span across multiple geographies
• Works with and may direct multiple roles within OneNeck, customer, and/or subcontractor/partner team organizations

Skills Necessary 

• Capable of managing the customer activities with minimal supervision and/or guidance
• Project leadership experience and a familiarity with service offerings, methodologies and associated technologies as pertains to the customer technical environment and associated software and hardware configurations
• Planning and tracking multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on team member performance
• Ability to understand technical requirements and translate those in terms of business / customer / organizational needs
• Experience working with business and technical teams to develop, apply and support a variety of database environments including Oracle & SQL
• Experience supporting large and complex database environments
• Strong verbal, written and presentation skills with ability to effectively interact with internal and external business partners
• Oversee and participate in Change Control – obtaining customer approvals for service and system changes as well as approvals for any new work or projects
• Complete status reports for projects identifying estimated hours, hours spent, estimate hours to complete, estimated completion date
• Complete status reports identifying production issues, root cause of the issue, action taken to resolve the issue, and preventive / corrective action stopping the issue from repeating
• Facilitate monthly and quarterly Quality of Service reports
• IT Operations management experience is essential. This would include managing a team of individuals overseeing a large, diverse and complex IT landscape
• Strong IT controls and process background is preferred

Education 

• Four-year degree or equivalent in a related discipline (e.g., information technology, computer science, business)
• Project Management Certification (4PM, PMP etc.) is desirable but not required
• ITIL Certification a plus

Years of Related Experience

• A minimum of five years of experience managing complex technical environments implementation/support projects
• Over five years of industry experience in IT Database operations management
• Over five years of customer / project management experience in consulting or outsourced services environment
• Experience working in a multi-functional matrixed resource environment
• Technically proficient in ERP Systems (Oracle, Baan, Great Plains), Networks, Open Systems (Sun, Linux, Wintel)

Notes

OneNeck IT Services Corporation is a global leader for hosted application management, managed hosting, cloud services and infrastructure services. Our comprehensive portfolio offering includes application, database and network management, data center management, disaster recovery, virtual machine management, managed backup and storage and 24/7 customer support. OneNeck has achieved profitability every quarter since it was established in 1997. OneNeck’s headquarters and data centers are located in the greater Phoenix metropolitan area.

OneNeck is a subsidiary of TDS Hosted & Managed Services, LLC (TDS HMS), a newly formed division of TDS Telecommunications Corp. TDS Telecommunications Corp. is a wholly owned subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS, TDS.S] Telephone and Data Systems, Inc., a Fortune 500® company, provides wireless, local and long-distance telephone and broadband services.

OneNeck is an Equal Opportunity Affirmative Action Employer dedicated to diversity.