IT Operations Manager

As our IT Operations Manager / Software Solutions Service Delivery Manager, you will lead the day-to-day operations of the Professional Services Team, which currently has 8 direct reports. Your responsibilities include distributing, managing, and reviewing the team's workload, conducting regular one-on-ones, and facilitating monthly team meetings to align on strategy and drive cohesion. You will produce monthly forecasts for the Professional Services Team, oversee service and product maintenance invoicing, and work closely with finance to support accurate billing and budget control. In your role, you will coordinate client meetings and site visits, building trusted relationships with customers to ensure satisfaction and retention. You will also collaborate with the sales team to develop technical proposals and provide pre-sales support, contributing to RFP/RFI responses and presentations for potential clients. Managing internal tools and systems to support efficient operations will be part of your duties, alongside preparing monthly service desk reports and key performance metrics, highlighting risks, opportunities, and capacity planning needs. You will ensure processes align with ISO9001 standards and promote a culture of quality, compliance, and continuous improvement.