Group Operations Manager - Service Delivery Management

Job Summary

• Global Service Delivery Manager overseeing team of 150+ workforce across multi-Geo locations stretchingfrom APAC, India, Europe, LATAM and Americas.
• Global Service Desk Management
• Performance planning, Performance appraisals, Performancemanagement.
• Escalation point of contact for all service desk related issues from the customer and managing day-to-dayoperations.
• Transition and transformation of any new business opportunity. Working along with the Transition teamto setup the project and stabilizing the newly transitioned account• Managing projects with effective SLA Measurement, Reporting & Adherence• Onsite/offshore communication management and coordination, conducting quarterly/semi-annual reviews.
• Efficiently coordinate with all Delivery Towers (PMO included) and assure integration and collaborationbetween each other.
• Managing both on-shore and off-shore operations with both in-house and remote teams.
• Working with senior management and IT personnel including Director and architects to ensure businessalignment.
• Reorganizing, streamlining and strengthening existing operations.
• Conducting Team Action Meetings, Weekly team meetings and review deliverables• Strategic planning, people management, change management, Quality improvement, coordination andleadership.
• Participate in an organization regionalization approach to systems, infrastructure and end user support.
• Oversee the support of multiple site teams, systems, infrastructure and end user support.
• Understanding of Service Deliverable SLAs and recommend any changes to the customer or abilities todrive the team on achieving the same.
• Mentoring Team as per project needs on technical tools, Operational Processes & Procedures. Identifyingimprovement areas & implementing measures to maximize customer satisfaction levels. Defining newprocess and procedure for operations.
• Periodic evolution of SLA metrics and Audits. Budgeting & P&L Experience• Develop relationship with customers, stakeholders with high satisfaction level.
• Working with the client and operations teams to identify and manage service improvement activities.
• Removing all obstacles to customer satisfaction and / or performance Skills and Abilities.

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.

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.

Other Requirements

1. ITIL 4 Foundation is a must and PMP/Prince2 or Six Sigma are optional