FSO Manager

WHY WE THINK YOU WILL LOVE THIS ROLE
The FSO Manager APMEA works with a dynamic Service Delivery team that is accountable for providing world class technology services and support for tms in APMEA.
This individual will plan, organize, design, and manage staff to provide technological assistance to the tms community. This individual will also plan, coordinate and design technical support related activities for tms as well as provide administrative direction and support for the technical support staff.
Provides leadership and technical oversight for the FSO team and responds to critical internal and external escalations as issues arise.
This individual will also be required to collaborate with the FSO Managers across the globe.
WHAT YOU WILL BRING TO THE ORGANIZATION
Responsibilities• Managing internal FSO team. Providing best of class solutions, techniques, review of service delivery, time usage, reporting to ensure effective support levels and producing a high level of customer satisfaction.• Actively and consistently support all efforts to simplify and enhance the end user experience.• Closely follow technical support industry trends and best practices• Build and promote a highly collaborative and communicative environment across the team• Engage the end user population and Technology teams with regards to new solutions or potential issues. This will include ability to effectively survey the population periodically and proactively communicate with the end user population. • Represent the FSO group as an active participant in various strategic initiatives, projects and business-related activities that directly impact the end user population.• Build and maintain central knowledge stores of information that cover all technical support functions across the region and supporting the follow the sun model.• Provide team leadership, mentorship, and management expertise on all matters regarding technical support.• Responsible for design and implementation of support processes, operational policies, and best practices for the FSO team.
• Initiate operational reporting for performance reporting needs• Perform staff monitoring, feedback and performance evaluations to ensure quality, consistency and a positive end user experience.• Plans, directs, manages, assumes ownership and full accountability for the strategicand tactical operations of the FSO team.• Provide outstanding customer support, foster open dialogue, share diverse options and concerns through a trusting environment.• Build strong relationships with key business stakeholders and meet with them on a recurring basis to ensure that SLA's and Customer Service guidelines are achieved.• Required to travel between sites on a frequent basis.• Perform other duties as required
KPIs• Service availability (uptime)• Project delivery (on-time, within budget)• Adherence to client SLAs• Managed service providers SLA adherence
SKILLS AND EXPERIENCE WE WOULD LIKE YOU TO HAVE • Bachelor's Degree in Computer Science or related field (or equivalent experience).• ITIL foundations certification.• A minimum 7 years of experience with a significant IT background in supporting day-to-day operations in a 7x24 environment• 4+ years demonstrated skills in formal incident, problem and change management related to FSO, technical support and technology. • A minimum of 3 years of direct people management (Supervisor or Manager), with a background in managing highly visible, customer facing teams. • A minimum of 1 year of experience managing people in remote locations.• Prior experience with building a world class FSO or technical support function and team.
• The ability to institute measurable goals and objectives.• Can effectively communicate complex issues to both technical and non-technical individuals.• Strives for the best level of support for our customers, both internal and external.• The ability to proactively recommend effective courses of action, communicate resolution, policy and procedures to the various IT stakeholders, management and the end user population. • Demonstrates the ability to recognize where change is needed; can create/drive change throughout the organization; implement changes through processes, behaviours, and cultural adjustments.• Sees ahead clearly; can anticipate future consequences and trends accurately; has a broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.• Able to maintain high standards, expectations, and delivery related to team performance with limited resources. • Proven mentorship skills, with demonstrated ability to listen, identify root cause, creatively problem-solve, and drive impact to individual's and team's performance.• The ability to execute against budgets, implementation schedules, and manage team projects on schedule and within constraints.• Excellent organizational, communication and technical skills.• Strong customer service skills and people oriented.• Proven leadership with the ability to promote collaboration, teamwork and operational excellence.• Excellent written and verbal communications with proven effectiveness at the Executive level.• Ability to multi-task and solve multiple trouble issues simultaneously in a fast paced environment.• Coach and mentor teams to ensure the team are working issues as efficiently and accurately as possible in a team oriented professional culture.• Proven time management skills.• Ability to determine the right staffing levels and recruit high performing passionate individuals.• Must be a team player, a self-starter with a positive attitude and an agent of change
Any of the following would be a plus • Technical certifications