SERVICE OPERATIONS MANAGER

BlackRidge Group

Luxembourg, Luxembourg, LU

il y a 5j

source : Monster

The Service Operations Manager manages overall operations and is responsible for the effective and successfulmanagement of the work, productivity and quality as established and set for the Operations team ensuringefficient operations.

He will manage the BAU activities, whilst developing IT processes and developingthe organisations’ Service Operations. He is service oriented striving in delivering exceptionalcustomerservice andhavinganimpact oncreatingapositive team.

The Service Operations Manager is service oriented striving in delivering exceptional customerservice.

Heisresponsibleforbothefficientday-to-dayoperationsandthoughtleadershiponstrategy that optimize the support model. He provides customer and staff with global technicalsupport and is responsible for managing daily technical operations while ensuring overall workofthestaff,providingguidance,supervision,anddiscipline as needed whilst developing IT processes and developing the organisations’ ServiceOperations.

He is expected to collect and analyse metrics, provide reports regularly, and routinelyassesstheefficiency, effectiveness, ;

In his role, he is also responsible for the implementation of effective and efficient activities to deliver projectsin accordance with project scope and operational constrains.

He provides support services to the projectmanagers by coordinating the project implementation. The Service Operations Manager defines and ensuresall project related operational documents, (operational readiness, change management, implementationapproach,deliverablesandacceptancetesting criteria).

Skills :

Ability to effectively communicate with employees and customers, both in a one-on-one and groupsetting.

Strongorganizationskillsandinternaldrivetoseetasksthroughtocompletion.

Understandingofpolicy,planning,andstrategy.

ExperiencemanagingServiceSupportteam

ExperienceworkingwithinITILframeworks

Ability tocreateimplementandServiceOperationprocessesandprocedures

Strongstakeholdermanagementskills

Desiretoaddvaluetoservicesupportteams

Abilitytoaddressproblems.

Projectmanagementexperience

DutiesandResponsibilities :

OverallresponsibilityfortheOperations

Coordinate theimplementationofITprojects andmaintainOperationalreadiness

Maintain constant communication with management and staff to ensure proper projectsimplementationandoperations

Develop,implement,andmaintainqualityassuranceprotocols

Grow the efficiency of existing Service Management processes and procedures to enhance andsustaintheOpsteam capacity

ActivelypursuestrategicandoperationalobjectivesandEnsureoperationalactivitiesremainontime

Manageongoingtechnicalincidents,requests,problemsandchangesandactasapointof escalation

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