Senior Manager - Service and Operations

Job Summary

Service Senior Managers are effective leaders responsible for the overall performance of Service and Operations. You drive transformation through data, automation and AI, using insights to improve service quality, colleague experience and operational efficiency. You work closely with peers to deliver consistent service. You lead larger teams, supervise managers and maintain a strong balance of technical and management expertise. You support and enable managers to achieve their targets, build team capability and deliver excellent customer service.

You will be responsible for

• Deliver service as per agreed KPI and represent Service /Operations in governance meetings with stakeholders
• Build a high-performance team capable of delivering an excellent customer service through improved responsiveness, communication, professionalism, and knowledge of the systems
• Build strong relationship within Technology and with suppliers externally
• Be a leader in coming up with innovative solutions to simplify the problems with intuitive, closed loop and high-level engagement
• Strong understanding of services that and Operations support and how these are connected together
• Shape the strategy by planning, executing and measuring the service levels
• Stand as the ultimate point of escalation with respect to people, process and technology issues
• Ensure that daily, weekly, and monthly statistics, status reports, and other reporting requests are maintained and available as requested
• Develop cross-functional expertise necessary to effectively respond to issues
• Guide, empower and challenge the team to deliver better performance and service in line with organisational vision and purpose
• Maintain an eye for detail and make appropriate decisions while in tough situations
• Review feedback from colleagues and others to implement changes in the system that will benefit the organisation
• Develop and document process, procedural enhancements and assist technology teams as needed for continuous process and service improvement
• Maintain proactive approach to go beyond service level agreements and deliver value-based improvements to the customers

You will need

Expert knowledge (must have):

• ITIL or Lean Six Sigma certification
• People Management
• Leadership Skills
• Excellent communication skills
• Excellent Presentation skills
• Analytically strong
• Thorough grounding in the skills required to lead, motivate and manage a Service team
• Broad technical knowledge in a variety of platforms and systems related to Service

Experience

• Experience in IT Service environment
• Experience in managing User access provisioning and Software Licensing
• Experience of managing 24x7 Operations
• Experience of working with Vendors
• Working experience in Service Management role

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.