Manager - Operations Management
7 months ago
Overview:
The Manager - Operations Management will manage a team of highly skilled professionals providing guidance, mentoring, and support to ensure efficient and effective service delivery. Drive continuous improvement initiatives, identifying opportunities to enhance service quality, efficiency and customer satisfaction. The person will deliver large scale O&M projects under the O&M Platform and lead any critical incident. Additionally be the SPOC for Management escalation.
**Responsibilities**:
Key responsibilities:
- Responsible for Delivering large scale O&M project on Cloud
- Responsible for Resource Management
- P&L of the Projects
- Ensure Contractual Deliverables are met at all time
- Coordinate with the Service Solution Responsible person to help prepare a deliverable solution with achievable targets
- Audit team performance and prepare improvement plans as and when needed
- Ensure that all deliverables are met as per contractual obligation
- Coordinate with Customer Management level
- Coordinate with other department leaders for smooth delivery
- Evaluate vendor performance and coordinate with VMO to provide feedback
- Develop and maintain relationships with the Executive community
- Act as an ambassador and spokesperson for Delivery and Services
- Work with cross functional departments (including Delivery and Service business partners) to act as an interface for Executive interactions
- Use best judgment to determine the most appropriate actions needed to satisfy customer in a given scenario
- Communicate with key customers regularly (onsite or remote) to ensure that users can run services on the cloud properly and stably and improve user experience.
Qualifications:
Qualifications:
- Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience).
- Approximately 15 years of overall experience in IT Operations including 6+ years of proven experience in a senior leadership role in IT Operations
- Knowledge of IT governance frameworks, compliance requirements, and regulatory standards
- Knowledge of Security Frameworks and Standards
- Ability to work with Management Community
- Excellent problem-solving and troubleshooting skills
- Strong communication and collaboration skills to work effectively with cross-functional teams.
- Certifications required by the position: ITIL, PMP etc. is advantage
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