Operations Manager

Job Description Primary Responsibilities Foster your team: - Set out and follow up on objectives with the team members on service delivery as well as on their development, as part of the performance management process. - Develop an overall learning plan aligned with the needs of the customer and the business in cooperation with the functional leads. - Ensure regular catchups and meetings to keep a finger on the pulse and support and promote a collaborative and cohesive team spirit that helps in retaining our talent while also achieving all objectives. - Have an eye for and reward hard work and smart work. - Ensure proper timesheet management and monitor for efficient usage of time. - Participate in recruitment. Ensure a smooth delivery of operational activities: - Manage holiday planning and capacity, ensuring there are no gaps in service, including arranging out-of-hours cover where required. - Develop a framework to ensure all operational activities of the team are conducted as needed. - Discover and work towards removing blockers that are preventing the team from performing optimally. - Promote knowledge sharing and documentation. - Participate in service introductions, ensuring all aspects are taken into consideration. - Review customer satisfaction feedback and address any concerns. Monitor and improve operational effectiveness: - Review SLA reports and, where needed, develop improvement plans which you then implement with the relevant people. - Develop new operational processes or improvements to existing ones, to enhance the service. - Promote proactive issue detection through operational processes and/or monitoring. - Promote automating aspects of the service where possible. Liaise with all stakeholders such as the customer success managers, in-client architects, customer service engineers, and various ITIL function representatives, to ensure a consistent internal view of the customer environments and highlight any issues or opportunities. - Secondary Skills Support incident management, request fulfillment, and change management: - Contribute to solving complex and high-profile issues through troubleshooting advice. You can examine workarounds, suggest new angles for investigation, advise on the creation of action plans, and deal with escalations appropriately. - Assist in the review of complex changes, making sure all details and impacts, including non-technical ones, are accounted for to minimize risks. - Take a flexible approach towards supporting team members working in shifts. - Present information clearly and professionally to stakeholders. Specifically, you convey a capable and committed image to the customer. Skills At least 5+ years of experience managing local and global teams and 12+ years overall experience. - You have matured your leadership and management skills through proven experiences in IT Operations, delivering services to multiple clients in a global service provider. - Possess excellent people skills, allowing you to deal with demanding situations and establish an attractive working environment for the team to prosper. - Exhibit effective communication skills (written and verbal) that allow you to articulate issues and their analyses, solutions, etc. in a clear way to colleagues and customers alike. - Graduate or Post Graduation degree. - MBA or other degree or professional qualification, or equivalent experience. - A good understanding of at least two of the technological focus areas of the teams, as well as having prior hands-on experience. - Show extensive knowledge of IT Service Management and a deep understanding of the ITIL standards and best practices. - Flexible when emergencies occur. Certifications Nice to haveMicrosoft Certifications - MD-100: Windows 10 - MD-101: Managing modern desktops - Or MD-102: Endpoint Administrator - MS-100: Microsoft 365 Identity and Services - MS-101: Microsoft 35 Mobility and Security - Or MS-102: Microsoft 365 Administrator