Ops Manager
2 weeks ago
Level : - L3
Job Role : -
Core Responsibilities
- Project Oversight: Own end-to-end delivery of managed services across designated geographies (e.g., India, Philippines, South Africa), ensuring alignment with scope, timelines, and quality benchmarks
- Stakeholder Engagement: Act as the primary liaison between CUSTOMER stakeholders and delivery teams. Maintain strong working relationships with CUSTOMER Site Leads and Service Owners
Governance & Reporting:
- Lead governance activities including SLA reviews, compliance tracking, and escalation management.
- Ensure timely and accurate reporting of KPIs, SLA adherence, and service performance metrics.
- Publish daily, weekly, and monthly dashboards and reports covering ticket volumes, SLA compliance, incident drivers, and asset summaries 1.
Team Leadership:
- Manage and mentor site leads, team leads, and service desk managers.
- Drive talent engagement and retention through training, performance feedback, and team events.
- Monitor team performance against KPIs and ensure continuous improvement.
Process Management:
- Ensure adherence to ITIL processes across incident, problem, change, and asset management domains.
- Facilitate cross-functional coordination for service delivery, escalations, and RCA/CAPA activities.
- Drive automation initiatives and process enhancements under continual service improvement (CSI).
Compliance & Audit:
- Maintain audit trails and provide artifacts for internal and external audits.
- Ensure compliance with contractual obligations, including service level credits and earn-back mechanisms.
Escalation & Crisis Handling:
- Manage escalations and critical incidents with urgency and ownership.
- Coordinate with resolver groups and CUSTOMER SMEs to ensure timely resolution and communication.
Tool / Technology : -
- ITIL Processes, ServiceNow, Understanding of Digital workplace services, Self Healing, Self Service Concepts, Service Improvement, team Management and Reporting
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