Operation Manager

Title: OPERATION MANAGERLocation: Pan indiaExperience: 5 - 8 YearsPosition Summary:The Service Management Manager is responsible for implementing and maintaining a customer-centric Service Management framework to ensure high-quality service delivery and support.The role focuses on strengthening client relationships, ensuring operational excellence, and driving continual improvement throughout the service lifecycle to deliver exceptional customer experiences.Key Management & Delivery:- Manage day-to-day service operations, ensuring delivery excellence and compliance with defined SLAs.- Lead onsite customer operations, managing Etisalat teams and performance reporting.- Monitor and enhance service efficiency, reliability, and customer satisfaction.- Ensure service continuity while minimizing risks of disruption or underperformance.Strategy & Planning:- Develop a clear understanding of customer strategies and align Etisalats services to support their business goals.- Manage the service portfolio, identify growth opportunities, and maintain account success metrics.- Conduct regular stakeholder meetings to address ongoing engagement and support needs.Service Level & Supplier Management:- Define, negotiate, and monitor service level agreements (SLAs) with customers.- Prepare and present regular service review reports.- Oversee third-party supplier performance to ensure compliance with contractual and service obligations.Incident, Problem & Request Management:- Ensure smooth resolution and closure of incidents to prevent SLA breaches.- Collaborate with teams to identify root causes and implement corrective actions.- Oversee the fulfillment of service requests in coordination with relevant internal and external teams.Operations Control:- Drive operational efficiency and effectiveness across all service delivery processes.- Control and manage changes in service design, scale, scope, and levels.- Support operations through new architectures and delivery models, leading technical and functional teams.Continual Service Improvement:- Collaborate with support teams to ensure adherence to approved policies and procedures.- Monitor performance against service level goals and identify areas for improvement.- Lead initiatives to enhance service delivery quality, customer satisfaction, and operational performance.Relationship Management:- Build strong relationships with customers, fostering trust and collaboration.- Act as the key escalation point for service-related issues and disputes.- Maintain transparent communication through formal and informal reporting mechanisms.- Organize regular customer engagement activities such as forums, workshops, and training sessions.- Ensure consistent documentation of customer communications and progress on agreed actions.Project Management:- Develop and manage project plans for large-scale service delivery initiatives.- Apply best practices in project management (initiating, planning, execution, monitoring, and closure).- Ensure delivery of services within agreed KPIs, timelines, and quality standards.- Track and report on project and operational performance on a weekly, monthly, and quarterly ITIL Expert, MBA (Marketing / Customer Service focus).Key Skills:- Strong customer relationship management and communication skills.- In-depth understanding of ITIL frameworks and service lifecycle processes.- Proven ability to manage complex service operations and cross-functional teams.- Analytical mindset with excellent problem-solving and reporting abilities.- Ability to balance technical oversight with customer engagement and satisfaction focus. (ref:iimjobs.com)