The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Visa sponsorship not available.

Our client is seeking a IT Team Manager in Los Angeles, CA.

Role Description

The Operations Delivery Manager is an exciting opportunity that is responsible for Operational control and quality assurance across multiple business lines. You will be responsible for leading and managing all day-to-day operational delivery activities for in-scope service outcomes specific to Device as a Service (DaaS) and related dependencies within the Professional Services and Technology Sourcing team You will successfully establish, implement and ensure the sustainability of deal-specific operational governance in complex deals (role-, communication- and reporting-structure) with the onsite and field team, along with implementing operational measures to ensure and enhance customer satisfaction.

• Ensure the delivery of services and the achievement of the contractual obligations.
• Act as the primary point of contact for in-scope operational outcomes for the end-to-end DaaS service for key customers.
• Accountable to own P&L and understanding how this contributes to the overall department P&L
• Identify and manage service improvements where necessary, also identify opportunities to improve customer satisfaction, quality, reduce repeat issues or better align the operational delivery of services.
• Offering innovative service improvement ideas with consideration and usage of AI.
• Promotes a safe and healthy work environment by establishing, following, and enforcing standards and procedures and complying with legal regulations.
• Partners with business leaders to deliver services that support company objectives and are consistent with Winning Together values.
• Actively manages Service Quality and ensures “service excellence” ethos promotes Customer interaction through onsite Service Managers, attending service review meetings along with the rest of the account team on a regular basis.
• Manages the standardization of processes and procedures across the globe.
• Acts as a point of escalation on complex issues or complaints related to DaaS and provides appropriate support to other team members, and the customer.
• Instrumental in the support of service integration, new business activities, projects and the expansion of services, support.
• Actively manages longevity of Contracted Services through contract renewals.
• Embrace and support mission and core values.
• Change Management
• Identify performance deviations from the contract. Collaborates with the relevant stakeholders and prepares recommended changes together with Delivery Leadership.
• Drives continuous improvement initiatives to meet strategic and operational goals.
• Success Criteria
• The success of this role is highly dependent on the following criteria:
• Oversees the SLA/ KPI/ OPI achievement across multiple areas including stock availability, data accuracy, service performance, cost of delivery and headcount availability.
• Effectively escalates issues and opportunities.
• Feedback from manager, peers, and customers
• Manage direct reports in multiple locations using the Engineer Report, Daily Dashboard and other operational reports.
• Monitor overall performance of services and following up if service delivery is not meeting expectations.
• Deliver service successfully – achieve SLAs, identify & drive glide paths for KPIs, achieve high customer satisfaction.
• Hire, train, lead, motivate, develop and manage the performance of direct reports.
• Offering innovative service improvement ideas with consideration and usage of AI.
• Develop continual service improvement plans to ensure that service adequately support business needs now in the future.
• Create demands, SoWs and complete necessary project documentation/internal forecasting activities.
• Hold regular campus review meetings with Campus Managers to discuss metrics, projects.
• Responsible for the workflow and resources of the team to meet the contractual obligations.
• Liaise with IT partners/other functions to ensure that the team have the right tools / skills and processes to complete their duties.
• Act as a point of contact for the team in connection with any work-related concerns issues.
• Manage sickness/absence, holidays and training levels in accordance with the processes and procedures.
• Develop and agree personal development plans for all direct reports.
• Hold regular 1:1s with team members and lead/document weekly team meetings.
• Complete the yearly performance reviews for direct reports.
• Ad-hoc initiatives and projects as required by the business.
• Maintain and improve customer satisfaction levels.
• Improvements of the quality offering through the daily / weekly quality assessments.
• Minimize costs.

Skills & Requirements

• Offering service improvement ideas with consideration/usage of AI
• Professional & Personable
• Relationship Oriented
• Pragmatic/Open Minded/Responsive to change
• Forward thinking and open minded
• Engaging with a practical communication style
• Solutions to Problems
• Knowledge management and reporting experience
• Experience managing SLAs, KPIs, and performance metrics.
• You must be authorized to work in the United States.

Benefits/Other Compensation:

Medical, Dental, Life Insurance, 401K.

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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