Head Of Operations And Engineering - Sydney

Company: AC3
Your Application: You have not applied yet
Location: Sydney, Australia
Employer Email:
Professional & Managed Services Lead

We’re on the lookout for a Subject Matter Expert of all things related to Specialist Services (Engineering and Operations) and an evangelist of our capability both internally and externally.
Specialist service encompasses: Systems Engineering & Operations, Network and Security Engineering & Operations, Database Specialists, Linux/Unix Specialists.
You will work closely with Sales, Marketing and Product, and leverage our shared services to deliver a consistent customer experience and value to our customers. 
You will lead a multi-discipline team to "deliver" and "run & optimise" solutions to solve business challenges and you’ll be a member of the Senior Leadership Team and have high business visibility, involvement, and impact.

Key aspects of the role involve -
Maintain market, industry, customer, competitive knowledge and act on the information as appropriate. Ensure the quality of work from the team is of the highest standards. Act as an escalation point for technical priority issues and incidents. Capture and share best-practice knowledge amongst our technical communities. Champion “ways of working” that promote cohesion and collaboration resulting in improved customer outcomes. Show technical and SME leadership by example. Act as product lifecycle owner for offerings in your subject matter area.  Develop Standard Operating Procedures and processes (SOP’s) for the robust, repeatable, and optimal delivery of services, and drive solution selling by leveraging these patterns and collateral. Work with Product & Technology and Product Marketing to develop and enable new services to meet market and customer demands. Work with Sales, Marketing and Product to generate opportunities for your practice. Promote AC3 and your practice through webinars, blogs, social media posts, and presentations at meetups and customer events.  
Financial Responsibilities -
Prepare and submit for approval your BU’s yearly budget. Prepare and ensure effective management and administration your BU P&L’s to achieve the prescribed financial targets. Approve expenditures as per delegated authority. Effectively and accurately report on the financial performance your BU P&L’s e.g. forecasts /warroom. Develop and implement processes and systems to improve the financial results of your P&L. Collaborate with and coach downstream P&L owners in your practice area. Actively contribute towards achieving AC3’s strategic financial goals.  
Customers and Partners -
Make sure we are always delivering the service we have promised to our customers​. Lead the team to be a partner that truly understands our customers and always reliably delivers​. Develop a strong understanding of our customers and advocate for them internally, and act as customer escalation point if/when needed​. Develop, maintain and foster healthy partnerships with key customers contacts and vendors. Work with our customers and strategic partners to elevate our profile and maximise our relationship benefits. Assist in maintaining Strategic Partner status and achieve agreed Competencies. Assist Marketing in the development of Customer Success artefacts (Customer Success Story, Case Study, Three Magazine Article, or industry award win/finalist). Actively contribute to and maintain up to date sales lifecycle artefacts which meet sales and delivery guidelines. Complete assigned Vendor / Partner Program and
ISO / compliance tasks (such as audits, certifications, submissions, and surveys) to ensure AC3 remains compliant with strategic vendor Partner Programs and ISO standards. Become a “trusted advisor” within key customer accounts.  
Lead and coach the team to achieve team and organisational objectives. Proactively lead and mentor team members in meeting deadlines, setting customer expectations and jointly developing technical skills. Proactively engage with the Executive Leadership Team (ELT) and Senior Leadership Team (SLT). Build, manage and develop a top-flight team. Participate and contribute to the overall management of the business though individual contribution and interaction with other BU’s. Role model and promote AC3 values through appropriate personal, social and organisational standards. Lead regular team meetings. Maintain up to date Succession Plans for all key roles identified within your practice domain. Champion Continual Service Improvement. Highlight AC3 business risks and actively assist with mitigating these as directed by the IS&Q committee and/or the Risk Working Group.  
Your Skills and Experience
Previous experience working for a Managed Services Provider/System Integrator servicing multiple small-large clients. Experience leading highly technical teams. Experience in a customer facing consulting or consultative pre-sales role with strong technical presence and confidence. Proven experience managing multiple tasks in a busy environment and working under stress in emergencies and demonstrating flexibility to handle pressure coming from all directions simultaneously. Experience in taking business challenges and translating them into suitable services or technical solutions. Experience in interfacing with a wide variety of people and roles, and confidently interact with senior business and technical personnel. P&L Financial Management experience for business unit or a business. Experience in managing both Professional and Operational Services teams Experience working as a Technical full stack SME  
Other Skills –
High level of written and oral communications skills, with a confident, personable and professional manner. High level of creativity and demonstrated innovative thinking. Demonstrated experience managing and leading people. Ability to develop and implement systems, processes and procedures to enable effective utilisation of resources. Demonstrated commitment to customer-service, continuous improvement and ethical business practices. Demonstrated ability to develop and sustain constructive relationships with clients, suppliers, and industry representatives at all levels. Willingness to learn and grow. Proven ability to innovate, adapt and work under pressure in a complex environment with multiple stakeholders and firm deadlines. Self-motivated, proactive and confident. Empathetic, customer experience centred and strong EQ. Must be able to prepare, present, and maintain technical documentation to customers and internal staff. Ability to lead and develop cutting edge solutions and services that meet customer needs and deliver business outcomes. Broad knowledge of a range of ICT systems including Private and Public Cloud, Linux/Unix, Databases, Middleware, Firewall, Networks, Wintel, Storage and how they inter-relate  If you feel like you have the relevant skills and experience, Please APPLY NOW
* Work for a Leading MSP - 20th Best Place to Work in Australia
* Make an Impact - Leading Role
* Flexible Working Environment, Amazing Culture and Team

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