Group Operations Manager - Service Delivery Management

Job Summary

Drive a consistent, scalable operating model across accounts by standardizing delivery processes, governance mechanisms, and performance management. Lead a data‑driven CSI program that optimizes ITIL processes, improves predictability and efficiency, and elevates customer outcomes (SLA adherence, CSAT, cost and effort avoidance). Serve as the connective tissue between service towers, process owners, and executive stakeholders - turning performance insights into prioritized improvements and realized benefits.

Key Responsibilities

1. Develops and implements operational strategies to achieve business objectives, ensuring alignment with the company's overall vision and goals.
2. Identifies and implements process improvements to enhance efficiency, reduce costs, and improve overall productivity.
3. Leads and mentors teams, providing coaching, training, and feedback to improve performance, and fosters a positive and collaborative work environment.
4. Manages budgets, resources, and procurement, ensuring efficient allocation and cost-effectiveness.
5. Tracks and analyzes key performance indicators (KPIs) to identify areas for improvement and optimize operations.
6. Ensures compliance with company policies, regulations, and industry standards, and maintains high quality standards.
7. Facilitates effective communication and collaboration with other departments, stakeholders, and vendors.
8. Identifies and manages potential risks, implementing mitigation strategies to minimize impact.

• Standardization & Compliance: % accounts on the standard playbook; process adherence score; audit nonconformities (major=0).

• Efficiency: Cycle time reductions; % automated controls; manual effort hours saved; backlog aging improved.

• Stability & Quality: Incident recurrence ↓; change failure rate ↓; MTTR ↓; SLA breaches ↓.

• Predictability: Forecast accuracy for demand/capacity; on‑time delivery of SIP actions; reduction in unplanned work.

• Benefits Realization: Quantified savings/avoidance; CSI initiative hit rate; ROI per initiative.

• Engagement: Training completion; number of certified CSI practitioners; adoption of new standard work.

Skill Requirements

1. Group Operations Manager needs a combination of hard and soft skills to effectively lead and manage operational processes within an organization.
2. These skills include leadership, communication, problem-solving, analytical thinking, and project management, among others.
3. Additionally, strong financial and organizational skills are crucial for managing budgets and resources, and ensuring efficient workflows.

• Standardized Delivery Model

Define and roll out a common set of processes, procedures, RACI, templates, and controls across accounts/service towers.

• Governance & Predictability

Establish an integrated governance cadence (weekly ops, monthly service reviews, quarterly executive reviews) that drives proactive risk management and on‑time, in‑full commitments.

• Operational Efficiency

Reduce cycle times, rework, and manual effort through process optimization, automation, and targeted CSI initiatives.

• Quality & Stability

Improve SLA adherence, lower incident recurrence, and reduce change failures; strengthen root-cause and preventive actions.

• Benefits Realization

Quantify and publish realized benefits (hours saved, cost avoidance, SLA credits avoided), creating transparency and momentum.

Other Requirements

Technical/Domain Skills

• ITIL v4 (Incident, Problem, Change, Knowledge, Service Level, Continual Improvement).

• Lean Six Sigma (DMAIC, Value Stream Mapping, waste elimination, SPC, Pareto, root cause methods such as 5-Why, Fishbone, Fault Tree).

• Data & Analytics: Metrics design, control charts, trend/correlation analysis; skilled with Excel,Power BI.

• Automation mindset: Workflow rules, policy engines, and data-driven alerting/guardrails.

• Operational Excellence and program governance experience in Managed Services.

Tooling & Analytics

• ITSM platforms (Service Now/Jira Service Management/BMC Remedy)—workflow design, automation, reporting.

• Dashboards and analytics (Power BI/Tableau), KPI design, trend and Pareto analysis, control charts.

• Exposure to AIOps/Observability (e.g., New Relic, Splunk, Grafana) for proactive quality signals.

Leadership & Communication

• Executive‑level communication; facilitation of cross‑functional workshops; influencing without authority.

• Benefits realization discipline—turn improvements into quantified value.

• Strong stakeholder management across customers, towers, and vendors.

Qualifications & Experience

• Bachelor’s degree in IT, Operations Management, Business Administration, Engineering or related field.

• Certifications (preferred): ITIL v4 Foundation / Managing Professional, Lean Six Sigma Green/Black Belt, Project Management Professional or equivalent.

• Experience: 10+ years in Managed IT Services with 3–5 years in Performance Management / CSI project experience.

• Proven continuous improvement project track record

• Transition & Transformation project management experience.

Interfaces & RACI (Illustrative)

• Account/Program Director – Informed/Approver on strategy and investment.

• Service Tower Leads – Accountable for execution; Manager is Consulted/Supports with methods, audits, and insights.

• Process Owners (ITIL) – Jointly responsible for embedding quality gates and measurements.

• CISO/ISMS Lead – Consulted for security-related compliance intersections.

• Customer Success/Engagement – Partner on VoC and CSAT action plans.

• Vendors/Partners – Quality requirements and joint CAPA.