What are the responsibilities and job description for the Operations Manager position at Confidential Jobs?
About the Role :
As an Operations Manager, you will play a crucial role in ensuring the successful delivery of services to our clients. You will oversee the execution of service delivery processes, manage client relationships, and drive continuous improvement initiatives to enhance service quality and efficiency. This role requires strong leadership skills, effective communication, and a focus on meeting client expectations while adhering to service level agreements (SLAs).
Essential Job Responsibilities :
- Serve as the primary point of contact for assigned clients, understanding their service needs, objectives, and expectations.
- Develop and maintain strong relationships with clients, acting as their advocate within the organization and ensuring alignment between client requirements and service delivery capabilities.
- Collaborate with internal teams, including operations, technical support, and project management, to ensure timely and effective delivery of services to clients.
- Monitor service delivery performance against established SLAs, KPIs, and quality standards, identifying areas for improvement and implementing corrective actions as needed.
- Conduct regular service reviews with clients to review performance metrics, address concerns, and identify opportunities for service enhancements.
- Coordinate service delivery activities, including service requests, incident management, change management, and service transitions, ensuring adherence to established processes and procedures.
- Lead and mentor a team of service delivery professionals, providing guidance, support, and training to ensure high performance and professional development.
- Develop and implement service improvement initiatives, process optimizations, and best practices to enhance service delivery efficiency and effectiveness.
- Prepare and present regular reports and updates to senior management and clients, summarizing service delivery performance, achievements, and areas for improvement.
- Stay informed about industry trends, emerging technologies, and best practices in service delivery management, incorporating relevant insights into service delivery strategies and processes.
- Drive continuous improvement culture within the service delivery organization, fostering innovation, collaboration, and accountability among team members.
- Ensure compliance with company policies, procedures, and regulatory requirements related to service delivery operations and client engagements.
Qualifications :
