AV and Interactive Technologies Operations Lead

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AV & Interactive Technologies Operations Lead

The opportunity

We are seeking an experienced and dynamic individual to join our team in a pivotal leadership role within Global Operations. This position demands a proactive approach to operational excellence and a strong commitment to driving change in a fast-paced, technology-driven environment.

The Global Ops Lead will be responsible for managing and leading a group of operations staff responsible for Audio Visual and Interactive technologies located both in meeting rooms and the wider office environment. The Operations Lead is responsible for overseeing and optimising day-to-day operational activities to ensure efficiency, quality, and alignment with strategic goals. This role involves managing cross-functional teams, engaging with customers, implementing improvements, and ensuring compliance with internal policies and external regulations. You will work closely and act as a key liaison with Product and Engineering leads in delivering high quality and efficient operations and service delivery to a wide range of office Technology products at an optimized cost, while ensuring continuity of service with a key focus on monitoring, management, automation and service improvement.

Your key responsibilities

Operations Team Management:

• • Lead and coordinate daily operations globally to ensure service delivery and operational excellence.
  • Support the transition of team members into the new organisation and ensure cross skilling and training are delivered to meet operational needs
  • Ensure compliance with KPIs and SLAs
  • Develop, implement, and monitor standard operating procedures (SOPs) to improve efficiency and consistency.
  • Drive continuous improvement initiatives and change management projects.
  • Analyse operational data to identify trends, risks, and opportunities for improvement.
  • Manage operational budgets, resource allocation, and performance metrics.
  • Collaborate with senior leadership to align operations with strategic objectives.
  • Ensure compliance with legal, regulatory, and internal policy requirements.
  • Support talent development through coaching, training, and performance management.
  • Ensure ITIL defined processes such as incident, problem and change management that are established within the organization are adhered to by the team. 
  • Participate in project activities as requested - relating to migrations, build outs and other infra related areas.
  • Complete year end reviews and timely Feedback throughout the year.
• Teaming: Work hand-in-hand with Engineering and Product teams to ensure a common understanding of objectives, roles and responsibilities. Maintain connections with peer operational leads across I&O.
• Vendor Management: Manage relationships with technology vendors, ensuring successful escalations and timely alignment with project objectives and testing.
• Demand vs Capacity Management: Analyse operational and project demands, and team capacity to ensure mapping and optimal resource allocation and timely delivery of tasks/solutions.
• Efficiency and Automation: Identify opportunities for process improvements and automation enhance productivity and reduce manual effort.
• Innovation: Foster a culture of innovation within the team, focussed on the exploration of new technologies and methodologies which improve practices.
• Upskilling and Cross-Skilling: Develop and implement a training program to upskill team members and promote cross-skilling, ensuring the team remains adaptable to changing technology landscapes.
• Escalation Support: Provide escalation support to the team, internal or with vendors as needed to ensure timely and effective investigations and resolutions.

Skills and attributes for success

• Ability to lead a team of L3 operations and technical staff.
• Curiosity and a desire to make things better.
• Excellent technical understanding and experience
• Excellent stakeholder management.
• A sense of what is important and the ability to prioritize.
• Analytical ability in supported core technologies for large user bases.
• Sound judgment and tact.
• Strong communication (oral, listening and writing), interpersonal, organizational, and project management skills.
• Strong teaming, organization, and time management skills.
• Cross cultural awareness.
• Ability to manage strategic vendors like Microsoft, Polycom, Utelogy, HP etc.

To qualify for the role, you must have

• Prior experience of running IT operations in a Microsoft environment
• A deep knowledge of the ITIL methodology and the ITSM paradigm.
• Prior experience of Service Now and it’s tools and processes
• Demonstrable knowledge of key meeting room products such as MTR’s, Surface Hub’s VC, and their monitoring and management platforms.
• Demonstrable platform support experience on Windows platforms and Azure cloud is an added advantage.
• Demonstrable intermediate to advanced knowledge of operating systems and dependent platforms such as Microsoft Windows.
• Basic understanding of networking/LAN/WAN/DMZ & VPN concepts including but not limited to Quality of Service, Call Admission Control and routing.
• General understanding of various IT security concepts as they relate to production environments.

Ideally, you’ll also have

• Experience in managing and supporting large meeting room environments.
• Implementation of new products and/or service offerings – especially MTR’s, Surface Hub etc.
• A working knowledge of any of the following: Power BI, Utelogy, PMP or vendor monitoring tools such as XIO.
• A working knowledge of Audio-Visual technology and the AV industry.
• An understanding of the use and applications of sensors in the office environment (Internet of things).

What we look for

• 10-15 years of experience in the relevant sector.
• A high degree of dynamism and proactivity.
• Flexibility in availability to align to meet business demands.
• Experience with working in a large global implementation and/or Migration project for AV technologies.
• Excellent communication skills, both oral and written
• Ability to work with all levels in the organization
• Ability to communicate effectively with team and end users
• Ability to work well within a multi-disciplinary, multi-cultural team structure, but also independently.
• Strong interpersonal and verbal and written communication skills.
• Ability to meet agreed deadlines, with demonstrable productivity.

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