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Wetcom

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Senior Service Operations Manager

Status: open for applications
We are constantly seeking to establish a motivating and healthy work environment to attract and retain talents, where training enables us to enhance as a team to tackle more challenging and innovative projects with our clients.
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The team at Wetcom

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About the role

We are a company that provides B2B virtualization and cloud computing services on clients' infrastructure, primarily using VMware.

At Wetcom, we strive to create a motivating, flexible, and healthy work environment that enables our collaborators to grow and tackle more challenging and innovative projects.

Trust, Authority, Focus, Empathy, and Team define our culture. We provide a relaxed and dynamic atmosphere because we work on projects that impassion us. We offer you the proper equipment, training, and guidance for the development of your career.

We are looking for a Senior Service Operations Manager to join our team.

 

The role involve:

● Be the reference and responsible for the successful interaction and coordination between the client and the Wetcom team.

● Plan the creation of new work PODs based on the sales pipeline and resource capacity planning.

● Design the SWOT analysis (operational) for each POD and develop action and training plans.

● Establish quality measurement metrics, efficiency of each sector, and generate weekly, monthly, quarterly, and annual control of them.

● Manage the budget of the area, its expenses.

● Responsible for managing and meeting SLAs with clients, prioritizing, planning, and achieving goals.

● Conduct weekly meetings with Service Delivery Managers to monitor the status of services and consolidate Profit & Loss metrics for each contract and POD, take action on deviations.

● Conduct weekly meetings with the CTO to monitor the status of projects, deviations, and possible improvements.

● Conduct monthly meetings with teams to identify improvement points in all critical customer incidents (Service Delivery Manager, Practice Lead, and Technical Lead).

● Control and measure pre-sales activities and their results, taking feedback from the client and the sales area.

● Develop a strong relationship with key clients, manufacturers, and distributors.

● Assist in increasing recurring contracts and service renewals.

● Engage with work teams to consolidate the company's experience, retain, and enhance talent.

● Generation and follow-up of the team's training plan with Service Delivery Managers, following an innovation management plan.

● Training plan for work areas and their corresponding certification plan.

● Authorization of new hires or terminations (Service Delivery Managers).

● Authorization for the assignment and changes of collaborators.

● Authorization of special licenses.

 

Valuable background and abilities:

● Confidence

● Authority

● Focus

● Teamwork

● Empathy

● Excellent interpersonal relationships

● Proactivity

● Negotiation

● Strategic vision

● Leadership

● Decision-making


Required experience and skills:  

● Technology Area Management experience (at least 6 years of experience)

● Background in: Infrastructure and/or data centers and/or cloud and/or virtualization

● Experience in Consulting firms

● Experience working with multi-clients: (minimum 3) within the same company, i.e., not as a freelancer

● Availability 7x24

● Availability for Travel

● Professional Services Management

● Experience Managing technical teams.

 

Seniority and years of experience:

Senior to Senior with 5 years of experience

 

English Level:

Advance. Fluent.

 

Studies/ Degree: 

Advanced University or Tertiary studies related to systems.

 

Working Hours:

This is a full-time position. 


Type of work:

This is a 100% remote work- but with willingness and flexibility to go to the office (CABA) as needed or to visit the client for any incidents that may arise.

 

Benefits:

● Career Path / Training Plan.

● Provide VMware certifications.

● OSDE 410 family plan.

● Connectivity expenses covered.

● Discount coupon for Mercado Pago.

● Birthday day off.

● In-company English classes.

● Free week after 6 months of seniority.

● Vacation days counted on business days.

● Quarterly salary review.

● Discount at SportClub.

● Extended paternity and maternity leave + soft landing.

● Referral program.

 

Interviewing process: 

● Talk with Micaela, Connector at Pitcheers 

● Interview with Human Resources

● Interview with Managing Director  

● Interview with CTO

● Psychometric test


Recommendation

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There are a few ways we can help you:

Talking with us: Book a free chat with our connectors to introduce yourself and clarify doubts you may have. 

Watching our YouTube channel: Gain insights from our advice and testimonials. https://www.youtube.com/@Pitcheers/videos 

Completing the free course: How to get the best possible IT job with the tools you already have. https://santi.pitcheers.com/

(Disponible en Inglés y en español)



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