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New post Operation Service Manager-3A

2.00 to 4.00 Years   Noida   21 Sep, 2022
Sopra Group
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaSales / BDGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Job Title Operation Service Manager Practice Project & Service Mgt Job Purpose The Operation Service Manager is responsible for undertaking all Service process and Technical task based activity. The role holder is responsible for - Work collaboratively and partner with different Technical Teams to ensure that efforts to maintain customer satisfaction are consistent. - Design and create plans of action for the various stages of the customer service process. - Oversee recruitment, hiring, and training of new employees on all customer support teams. - Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent service experiences. - Day-to-day management of all customer-facing teams to ensure all teams work towards the same goals. - Continuously monitor metrics and leverage customer feedback to drive continuous improvement of service practices. - When necessary, launch new initiatives and projects that improve upon support-related processes to meet changing customer needs. - Promote a customer-centric business approach. Key responsibilities and accountabilities Working with Service Managers processing management insight data pertaining to service and operational level performance, incidents and service improvement plans Manages, maintains and creates process documentation, records and information held on relevant systems (IT Tools), produces and publishes agreed weekly, monthly reports and event plans Reviews documentation, assesses for accuracy and completeness and progresses in line with agreed procedure and ITIL standards Engages business stakeholders (Operations) ensuring processes and procedures are fit for purpose and aligned with other functional teams processes Establishes good working relationships with external supplier Managing the internal stakeholders & technical teams for quality improvements, working with them on solutions Advising on the completion, submission and progression of service, event and incident related documentation, further working on prioritize and engage across Teams to gain common shared solutions. Contributes to the continuous refinement of processes in conjunction with other functional teams and project teams Leads and manages teams working on change workstreams to set direction, standards and enable a change support model for internal and external services Participate as Change Manager in Client Change Advisory Board Meetings Work with Teams on Performance Management of Systems Review of Capacity reports / dashboards and work with Capacity Manager for improvements / automation. Chair Weekly Operations Meeting with Internal & External Stakeholders Active participation in Audits and Internal Controls Manage Security Controls for delivery Teams Prepare planning for Service Continuity Plans and related exercise Knowledge, skills and experience Essential Technical experience of working on different technologies & services used in Datacenter Demonstrable experience of working effectively within collaborative service and operational team structures, ideally in a technology Experience of managing and maintaining effective processes and procedures in a complex multi system, multi-site environment support service environment Ability to work on own initiative with minimum supervision and maintain attention to detail at all times Ability to analyse and simplify complex problems and to be able to communicate this to others at all levels Nice to have ITIL Foundataion V4 Prince 2,

Keyskills :
salescustomer supportwarrantyspare partsmonthly reportsservice improvement plansworkshop

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