Operations Support Lead

Title:
Operations Support Lead

Role classification:
Permanent

Location:
Halifax/ Nova Scotia (Canada)

Work model:
Hybrid

Base compensation:
$69k - $95k CAD (depending on individual skillsets and level of experience)

Reason for open role :
Growth and team expansion within NA

About us

Davies is a community of outstanding people. We welcome different perspectives, support each other's ambitions and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented:
in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.

• Please note this role doesn't offer visa sponsorship and requires the candidate to be residing in Halifax as the role is hybrid and based out of our Halifax office location.

We are grateful to all the candidates who have shown interest to our role, however due to high volume of applications only shortlisted candidates will be contacted for further interview.

The role

The Operations Support Lead [OSL] at Davies is responsible for the daily support of the Service and Technical Operations Analysts in Davies Shared Service Centre, India.

This role provides guidance, support, and mentorship to ensure the team's success and to help maintain high levels of service quality, efficiency, and customer satisfaction.

The OSL supports the team in adapting and getting the best of our Problem Management approach and continual improvement activities and will work closely with other teams to implement best practices and drive CI.

A major part of this role is workforce management, coordinating shift patterns across several regions (specifically our Shared Service Team in Pune, India) ensuring smooth handoffs between the teams on different shifts and in different regions.

Another key responsibility of the OSL is managing major incidents, coordinating resources, and effective communication across teams to minimize service disruption and ensure business continuity whilst ensuring timely resolution.

Key responsibilities

• Provide ongoing support and mentorship to Service and Technical Operations Analysts, ensuring the team's success through guidance.
• Ensure adherence to processes whilst continuously identifying patterns and areas for improvement for service enhancement.
• Lead and manage major incidents by coordinating response efforts, ensuring clear communication, and driving swift resolution to minimize service disruption and impact on the business.
• Promote a culture of problem-solving within the support teams with a proactive mindset.
• Support the automation-first mindset, identifying opportunities and guidance to help automate processes and reduce manual intervention.
• Manage resource and ensure the team have the skills and tools needed to be successful.
• Manage shift patterns to ensure comprehensive coverage and smooth handoffs between teams, optimizing workforce efficiency.
• Support the teams in Problem Management by providing guidance on complex issues that may require senior or strategic intervention, and act as a facilitator to their progress.
• Act as a primary contact point for addressing and resolving challenges within the team, ensuring obstacles are promptly and effectively removed.
• Ensure consistent knowledge and guidance across all operations teams, fostering a learning environment and a unified approach to service delivery.
• Act as a point of escalation for complex customer service issues.
• Maintain strong relationships with customers, working with the divisional business teams to ensure we understand and support their requirements.
• Work closely with other teams and business areas to maintain and improve the service operations frameworks.

Key skills and experience required.

• Demonstrable customer-facing technical support experience, ideally with international customers/stakeholders
• Customer-centric with theoretical and practical knowledge and experience of customer service principles and practices, with an emphasis on problem management
• Confident in your ability to approach IT service operations with a proactive problem management approach
• Proven experience in leading, managing and resolving major incidents, including the ability to coordinate resources, facilitate communication and drive resolution under pressure
• Exceptional leadership and/or people management skills.
• Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.
• Excellent conflict identification, management and resolution skills
• Strategic thinker with strong analytical and problem-solving skills.
• Experience of agile processes an advantage.
• Ability to make timely, informed decisions balancing urgency with thoughtful risk assessment.

Diversity and Inclusion

Davies is committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).

Benefits

• Medical, Dental, Vision, etc.
• RRSP (Retirement) w/employer contribution
• Fringe Benefits
• Corporate Entertainment Benefits
• HSA (Health Care Savings Account)