DUTIES AND RESPONSIBILITIES

• Improve existing operations and operationalize new service portfolios to achieve service excellence, efficiency, profitability, and customer retention.

• Ensure service operations are available, functioning, and compliant with agreed standards and policies.

• Manage resources, monitor performance, and promote effective processes for continuous improvement.

• Review budgets and costs associated with running operations.

• Establish escalation protocols and institutionalize performance metrics.

• Build and maintain an optimum organizational structure with appropriate skillsets and continuous staff development.

• Conduct performance reviews of direct reports and ensure high service availability and customer satisfaction.

• Collaborate with other units to define responsibilities, agreements, and foster a harmonious work environment.

• Manage operational knowledge, information, and compliance with company policies.

• Represent management professionally, enriching client relationships and providing expertise.

• Ensure timely reports and presentations to clients, collaborating with account managers and business development teams for milestone payments and upselling opportunities.

• Design and approve operational frameworks, job descriptions, policies, and training programs.

• Plan capacity of people, processes, and organizational controls, aligning with business objectives.

• Participate in business continuity planning, risk management, and service level management.

• Monitor and report operational service levels, negotiate SLAs, and manage internal support performance.

• Participate in client advisory board meetings, approve business cases, and advise on strategic changes.

• Ensure proper configuration management and handover of client assets.

• Provide guidance to teams handling events, incidents, and client support requests.

QUALIFICATIONS

Education (preferred):

• Graduate of Bachelor’s degree in a relevant field (IT, Business, or related discipline).

Experience:

• Proven experience in operations management, service delivery, or IT service management.

• Strong knowledge of service operations frameworks, availability management, capacity planning, and risk management.

• Excellent leadership, communication, and negotiation skills.

• Analytical and detail oriented with strong problem solving abilities.

• Ability to manage multiple priorities and work collaboratively across teams.

• High integrity, professionalism, and customer focus.

• Willingness to work in a dynamic environment and adapt to evolving business needs.