Operations Manager

Job Description

Expected qualification and critical experiences -
 

Responsibility for P&L, expansion of services to fill all gamut’s of infrastructure-increase breadth.
 

Focus on project opportunities and transformation initiatives, ITIL process definitions and implementation.
 

Automation in service delivery; Revenue Generation; Resource management
 

Management reporting; Conduct regular in-depth service and process audits.
 

Employee retention, motivation, and training.
 

Focus on mentoring people from L1 to L2, L2 to L3 within select timelines.
 

Value adds to customer-YOY by working closely with the Transformation and Consulting group for: architecture gap assessment studies implementation of new technologies. Consolidation/virtualization opportunities.
 

Reduce business impact of outages; Cost savings through better solutions Enhance operational efficiencies.
 

Overall SLA management – Operation interaction with technologies Lead / Service Owner; Overall Customer Satisfaction. Overall employee satisfaction
 

Developing the Project Plan and Timelines. Monitoring and controlling the Transition Process Overall customer handling, escalating major transition issues, when required to respective Program Manager
 

Ongoing team leadership and coaching.
 

Work closely with the Transition Managers who would work as a consultant with the Client Manager during the project proposal to the customer by: Providing expertise to evaluate training effort, language requirements, MOC plan, location strategy, language needs.
 

Ensuring that all transition Project Plans are consistent and integrated with the overall Program. Skills requirement
 

Mandatory Education, Skills & certification -
 

Customer centric. Strive for quality in service delivery to our customers
 

Strong leadership skills
 

Experienced managing conflicts
 

Able to lead and manage change, understand the effects of organizational and process changes, and the effort needed to implement an innovative solution and how this impacts the operation in terms of workload/cost.
 

Inspire credibility, strong interpersonal & communication skills, enthusiasm and positive attitude.
 

Able to work on an unstructured environment and bring structure to a problem, synthesize issues.
 

Strong and fast in decision making process.
 

Process driven, able to improve the profitability and processes within transition.
 

Ability to work effectively in diverse, virtual, and multi-cultural environments.