Job Title: Head of Technical Operations (NORAM)

Reports To: Chief Information Officer

Direct Reports: 3 (Network Engineer, Senior Project Manager and Customer/Service Support)

Location: Costa Mesa, California, US

Job Type: Full Time, Hybrid

Beonic Overview

About The Company

Beonic helps marketing, operations, IT and research teams measure, predict, and influence customer behaviour across the physical and digital world. Thousands of shopping centres, airports, retailers, smart cities, universities, restaurants, and other venues rely on Beonic to understand and improve venue performance and create better experiences for their visitors. Beonic securely analyzes billions of data points each month from venues across the globe.

Beonic’s cloud-based software platform helps venues visualize trends from digital and physical data in a single system of record. Beonic’s intelligent location and behaviour based communications tools are used for a variety of use cases including; marketing, alerting, security and health and safety. Beonic augments this technology with its Data & Marketing Services group: a team of experienced data scientists and marketing consultants who help our clients quickly and effectively get more value from their data.

Bolstered by the stability and transparency that come from being a public company, Beonic (ASX:BEO) aims to responsibly use technology to positively affect relationships between people and the places they visit.

Primary purpose of this role

The Head of Technical Operations (HTO) leads the delivery of IT Services to Beonic customers and is responsible for the successful delivery and support of our Products and Services. The HTO provides leadership and guidance to members of a hybrid team, with staff working in US as Service Delivery, SysOps, Support, and Project Management.

The role is responsible for establishing processes and procedures that improve quality and efficiency, and ensuring that delivery and support of IT Services is customer-centric, professional and timely.

Key Accountabilities

Leadership

• Manage and develop Project Management, Service Delivery, SysOps and Technical Support teams
• Manage outsourced service providers to support Beonic’s key operational requirements
• Assist with the development of the Manila based L1/2 technical support hub into a global hub for L1/L2 support
• Develop, implement and maintain well documented and efficient IT service management policies, procedures and processes
• Develop, implement and maintain well documented onboarding and training programs
• Manage IT communications to customers, suppliers, providers and internal stakeholders
• Provide input to management to enable informed business decisions

Service Delivery & Customer Support

• Maintain and foster existing customer relationships
• Improve service performance and quality through continuous improvement
• Ensure the efficient deployment, support and maintenance of on-premise systems and infrastructure at Customer sites
• Drive results through the overall performance of the customer service desk, and ensure high-levels of customer satisfaction
• Develop appropriate technical support models and service level agreements, and ensure these are being achieved
• Drive operational efficiencies through the development and implementation of operational support systems and tools
• Respond to customer or internal escalations to resolve or mitigate reported issues
• Manage operational escalations through to resolution with open and timely communication

Project Delivery and Governance

• Facilitate strong working relationships with key stakeholders to support collaboration
• Collaborate with global teams to ensure alignment on project delivery and support processes and procedures
• Implement and monitor performance reporting mechanisms to measure against KPIs and facilitate continuous improvement
• Monitor and review compliance with risk & security KPIs to ensure services are meeting minimum standards
• Contribute to the identification, evaluation and implementation of new technologies and applications
• Improve performance and quality through continuous improvement

Other Duties

• Assist with tender responses and proposals
• Improve performance and quality of project handover through a process of continuous improvement
• Manage the quotation and delivery of support related services to customers
• Manage the process of procurement and invoicing of support related projects and services together with the Finance team

Key Considerations

• Management experience, proven record of scaling offshore teams and processes
• Experience in defining, developing and implementing operational processes and systems
• Working knowledge of cloud computing solutions, IaaS, SaaS experience preferred
• Implementing IT Service Management principles and practices in a low-maturity environment
• Delivering high quality services on time and within budget within a small team environment
• Managing complex and competing demands while remaining flexible and responsive
• Strong attention to detail

Behaviours/Skills/Values

• Act with Integrity
• Effective communicator
• Results Driven
• Self Starter
• Value Diversity and Inclusion
• Customer Focussed
• Manage and Develop People
• Keep up to date with emerging technologies
• Seek advice from relevant SMEs within and outside of the team
• Support, promote and champion change

Experience

• At least 5 years prior experience in Service Delivery Manager or Similar Role (e.g. Service Desk Manager, Customer Service Manager & Project Delivery Manager)
• Prior hands-on experience with delivering Technology Services such as ICT/IOT is desirable.

Diversity and Inclusion: Our Diversity, Equity, Inclusion, & Belonging Vision: At Beonic, Our company values the diversity of the people it hires and serves. We want to bring out the best in our global team members by creating a sense of belonging, being a place where they can grow, and ensuring everyone feels valued, heard, and supported.

Job Type: Full-time

Pay: $145,000.00 - $170,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Ability to Commute:

• Costa Mesa, CA (Required)

Ability to Relocate:

• Costa Mesa, CA: Relocate before starting work (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: Hybrid remote in Costa Mesa, CA