Team Lead Service Operations Support

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM 

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

The Team Lead Senior Service Operations Support plays a critical role in supporting the delivery of global services projects within the EMEA region. You will manage operational queries, streamline processes, and support the growing services team. As the EMEA business expands, this role will involve managing junior staff, making it essential for the candidate to demonstrate maturity and leadership in managing operational tasks.

What you’ll do as a Team Lead Service Operations Support:

Employees employed in the role of Team Lead Service Operations Support shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first and central point of contact for operational queries.
• Triage operational issues, assist with resolutions, and appoint action owners.
• Actively improve and streamline system usage and processes throughout the department.
• Help develop and enforce SLAs using available tools.
• Create and maintain SOPs for internal staff members.
• Facilitate onboarding of new staff members.
• Provide weekly summaries and updates to the Head of Service Operations in line with requirements.

Document Management:

• Manage all incoming and outgoing documentation handled by the team.
• Maintain and enforce suitable file structures across the department.
• Track and proactively chase stakeholders on outstanding agreements (SOW/CCRs/MSPA/MSA/NDA).
• Control document versions and revisions.
• Maintain and update a library of standard delivery templates.

Order Processing:

• Understand and improve the ordering processes within the organization.
• Create and manage cases within D365 (SKU creation, account creation, sales orders, purchase orders).
• Collaborate with delivery managers to raise orders in line with billing requirements.
• Raise and track ad-hoc and monthly billing cycles.
• Work with finance to ensure timely payments from customers.

What you will bring to the team:

Required Experience:

• Minimum 5 years of experience supporting backend service delivery functions.
• Demonstrable experience with D365 CE.
• Strong comfort level with managing data and adopting new toolsets.
• Meticulous attitude, ensuring accuracy at every step.
• Familiarity and understanding of standard project management frameworks.
• Demonstrable experience in improving processes to support a growing organization.
• Strong understanding of finance fundamentals.
• A self-starter able to take initiative and work independently.
• Ability to adapt to change in a fast-paced environment.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Ability to work European business hours.

Preferred Experience:

• 2 years of experience working within a global organization.
• 2 years of experience interfacing with sourcing, procurement, or finance teams.
• Understanding of IT services and field services.
• Previous experience managing small teams.

Zones offers a comprehensive Benefits package

At Zones, we are committed to fostering an inclusive and diverse workplace. We provide comprehensive benefits to support our employees, including health insurance coverage for parents, spouse, and children, life insurance, pension fund scheme, EOBI, and on the house free quality food, gym, and much more. We embrace equal employment opportunity, free from discrimination based on various characteristics, and offer an exciting career immersed in an inventive, collaborative culture.

If you are enthusiastic about working on the cutting edge of IT innovation, sales, engineering, and operations, Zones is the perfect opportunity for you.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability. 

Shift Timings: 2PM – 10:30PM (Pakistan time)

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