Responsibilities:• Reporting on financials, helpdesk metrics, HR, datacentre metrics, Customer satisfaction, Project metrics, existing customer sales pipeline, new customer sales pipeline, R&D.• Reporting to Newlease monthly for SPLA, Citrix CSP, Trend, VMware and Veeam.• Managing the shifts and rosters for a 24/7 Service Desk, Network and Infrastructure on-call engineers and NOC staff.• Work closely with the Solution Architects to define proposals for new opportunities and align them to commercial and customer requirements.• Work closely with the Solution Architects to develop and bring to market new recurring revenue services.• Manage outsource labor and contracts as required (key accounts have national presence).• Act as an escalation point for all technical and customer satisfaction escalations.• Manage CA Spectrum remote monitoring system to ensure consistency and coverage for monitored networks and devices.• Ensure datacentre support contracts are managed through the contract management system.• Perform all datacentre and supplier service ordering.• Maintain asset registers for all datacentre and cloud assets.• Managing the on-boarding of new contracts and Cloud customers.• Consumption reporting and invoicing monthly.• Issuing contracts and managing revisions through to signing.• Aligning the BDM’s, Project Management Office, Solution Architects, Service Desk and Service Delivery Manager to see through a signed proposal through delivery and on-boarding to BAU.• Drive a culture of customer satisfaction.• Staff mentoring, performance management and professional development planning.• Develop KPI’s for the teams under my management.• Drive the Operational Security best practice.• Represent the operations business unit in formal fortnightly senior management meetings and monthly War-Room financial meetings.• Be ultimately accountable for the operations business units revenue, costs and GP

3 month contract position commercialising a new product offering.

Responsibilities:• Managing all operational aspects of the business.• Reporting on Financials, Helpdesk metrics, HR, Datacentre metrics, Customer satisfaction, Project metrics, existing customer sales pipeline, new customer sales pipeline, R&D.• Commercialising new cloud initiatives and incorporating them into existing support and operational frameworks.• Engaging key accounts on short, medium and long term goals and projects and aligning those to our product and service offerings.• Acting as vendor manager on key accounts across all aspects of ICT.• Developed and managed key internal systems Autotask PSA (ITIL compliant Servicedesk), Logmein Central and Microsoft System Center 2012.• Driving continued development of private cloud computing services including storage, backup, DR, hosted mail, virtual desktops, application hosting and VPS.• Driving datacenter efficiencies through key internal infrastructure projects• Driving staff efficiencies by developing procedures and systems where none existed• Promoting key drivers for internal staff around customer satisfaction and engagement.• Managing the client onboarding process for Managed Services and Private Cloud solutions.• Project managing large infrastructure projects and complex migration projects including telephony migrations to VOIP infrastructure.• Managing key vendors Pacnet, Symantec, Microsoft, Citrix and Newlease.• Managing a team of 5 technical staff, 3 support staff, 1 sales exec plus a large contractor base.• Developing and managing key online and print marketing materials including the corporate website and customer portal.

• Providing clients with Pre-Sales technical advice and product knowledge/guidance for the development and implementation of targeted solutions to meet customer needs.• Working in directly with customers on Microsoft infrastructure remediation and workstation support.• Developing, deploying and maintaining a Managed Services business unit based on N-ABLE, SNMP monitoring and ConnectWise, later migrating ConnectWise to Zendesk.• Driving cloud computing services including storage, backup, DR, hosted mail, virtual desktops, application hosting and server offerings.• Managing the client onboarding process for Managed Services and Private Cloud solutions.• Project managing large infrastructure projects and complex migration projects including telephony migrations to VOIP infrastructure.• Monitoring the health and security of 2000 endpoints split across 35 clients.• Capacity planning VMware infrastructure for medium-scale virtualisation projects.• Managing a technical team of 3 staff plus a large contractor base.• Providing sales staff with product knowledge and equipment capabilities.

• Managing large scale IT projects to enhance business operations (including engaging executive level stakeholders for project implementation).• Developing and implementing IT policies and processes (including those for architecture, security, disaster recovery, purchasing and service provision).• Managing the budget and purchasing of all hardware, software and other IT requirements.• Providing detailed reporting and accountability to executives in the US head office.• Managing 3 staff (plus consultants and contractors) to support the IT needs of 250 end-users across two states.• Maintaining key vendor relationships with HP, Microsoft and other tier-one vendors to ensure cost savings and business continuity. • Providing IT support and advice on relevant strategic issues to colleagues in the senior management team.• Implementing training strategies for end-users e.g. workshops run on the use of new systems and applications.