Please find below details:
Contract Duration: 1 year (renewable)
Work Location: Buena Vista (client side)
Job Title: Operation Manager
Key Responsibilities:
- Proactively monitors and drives service delivery to clients.
- Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers.
- Works with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites
- Ensures that the standard client information repository related to technology, operations manuals is current and accurate.
- Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.
- Runs the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients.
- Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams.
- Reviews training requirements for service operations teams.
- Engages with clients for technical operations as part of routine operations.
- Plans and implements key service improvement priorities based on a continual service improvement approach.
- Feeds continual service improvement priorities into the automation team.
- Ensures that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.
- Responsible for the day to day running of the Managed Services Operations team in line with the performance established by the business.
- Ensures maximum uptime and the accurate and early response to client operational issues.
- Responsible for resource planning and work allocation to meet agreed service levels.
- Identifies opportunities for continuous service improvement.
Required Skills and Experience:
- Advanced experience in coaching and mentoring engineering team(s) gained within an information technology services organization.
- Advanced demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements).
- Advanced demonstrated experience in organizational change management (transformational experience).
- Advanced demonstrated experience in domain towers such as Network, Collaboration/Customer Experience, Cloud, Security, Data Center
- With technical background and mgmt experiences with a 50/50 or 40/60 ratio, etc.
- With experience in gov sector, will be an advantage.
EA License # 14C6941
