Operations & Services Manager

Key responsibilities

1. Manages a team of individual contributors and ensures that agreed targets are met and that appropriate qualitative standards are achieved. 

2. Develops and implements robust processes to ensure that a high-quality service is provided to both internal and external customers. 

3. Prepares related reports for management to monitor costs, revenue, or related metrics. 

4. Conducts analysis administration activities and makes recommendations for increased organizational efficiency and effectiveness. 

5. Handles escalation of issues from Customers, Sales, Partners or internal contacts. Organizes assistance from other parts of the organization. 

6. Interfaces with Global Technology Services team, Field Services Team, Customer Success Coordination and Sales to ensure timely settlement of related issues, status updates, and timely forecasts/reporting. 

7. Implements staffing and scheduling models to ensure guaranteed coverage to the business. 

8. Ensures that regular training and appraisals are provided to staff. 

9. Provides regular performance coaching of staff to ensure highest levels of performance for the team. 

10.  Participates in svc related improvement projects or becomes specialist in a certain domain  

Education

Bachelor’s degree or Technical Master, or equivalent through experience.  A master is a plus. 

Experience  

10 years of experience in Customer Service or Depot environment 

Minimum 5 years management experience in a similar environment