OPERATION MANAGER

Job Description Job Title: OPERATION MANAGER Location: Pan india Experience : 5 - 8 Years Position 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 Responsibilities - Service 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 Etisalat's 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 basis. Preferred Qualifications : - 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.