Operations Excellence Lead

4 days ago

tiruchirappalli, India beBeeService Full time

Job Title:We are seeking a skilled Service Delivery Manager to join our organization on a full-time permanent basis.About the Role:This is an exceptional opportunity for a dedicated and experienced professional to lead our service delivery team in ensuring excellence in service assurance, liaison with internal technical staff on behalf of clients, providing generalist Cyber consultancy, and identifying growth opportunities through new or product upgrades.The ideal candidate will possess a good balance between customer service, technical knowledge, and experience dealing with C-level executives. They will also have strong working knowledge of ITSM service delivery concepts, demonstrated ability to position and present at a C-suite level, and lead and collaborate with a multi-disciplined team.Main Responsibilities:Prepare and present client operational reporting at monthly meetingsClient SLAs and Reporting (including driving enhancements)Evaluate L1 and L2 analysts' performance against SLA and proceduresExcellent report writing skillsNew Client OnboardingContinuously improve operations and client engagementDevelop and implement Continual Service Improvement Plans (CSIP) for client patchDemonstrate a deep understanding of clients' businesses, including orchestration of strategic business planning, roadmaps, and workshopsRisk and Issue ManagementProblem ManagementScope ManagementChange ManagementMajor Incident ManagementRequired Skills and Qualifications:Minimum of 5 years work experience in Service ManagementExperience in Delivering Cyber of SOC (Security Operation Centre) services is highly valuedProven track record of working in an MSP environmentITIL Service Management accreditationProven experience with Incident responseStrong working knowledge of ITSM service delivery conceptsDemonstrated ability to position and present at a C-suite levelDemonstrated ability to lead and collaborate with a multi-disciplined teamStrategic thinking with a get-up-and-go attitudeA willingness to work and adapt to a fast-growing & changing environmentSelf-sufficiency and a high degree of autonomyAbility to work within a team and achieve results through othersAbility to influence external & internal stakeholders as part of a continuous improvement life cycle for customers

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