Service Operations Manager

5 days ago


Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time
About Us

At Best Careers and Opportunities, we are dedicated to providing exceptional services that drive results.

Job Title: Service Operations ManagerJob Summary

We are seeking a highly motivated and experienced Service Operations Manager to lead our service operations team. This is an exciting opportunity to join our organization and contribute to the delivery of high-quality services to our customers.

Key Responsibilities:
  • SPOC for Customer Updates: Act as a single point of contact (SPOC) for our customers to provide timely updates on major incidents.
  • Major Incident Resolution: Drive the Major Incident Bridge process, involving all relevant resolver groups, to resolve major incidents efficiently.
  • Status Updates and Communication: Inform key stakeholders on the status of major incidents and confirm service restoration.
  • Speedy Resolution: Coordinate with SMEs to ensure speedy resolution of major incidents.
  • SLA Compliance: Ensure major incidents are resolved within agreed SLAs.
  • Preventive Actions: Take preventive actions to minimize service and business impact in case of extended resolution times.
  • Major Incident Report: Conduct thorough analysis and prepare the Major Incident Report (MIR) for every major incident after closure.
  • Knowledge Database: Update resolution procedures in the knowledge database/ work log.
  • Review Meetings: Conduct review meetings with relevant members to identify triggers for major incidents, their causes, and ways to prevent future occurrences.
Requirements
  • Experience: 8-10 years in driving service operations.
  • IM and MIM Experience: Minimum 8 years of experience in managing IM and MIM processes.
  • ITIL Expertise: Preferably ITIL Expert or minimum two ITIL Intermediate certified professionals.
  • Analytical Skills: Strong analytical, communication, presentation, and reporting skills.
  • Leadership Skills: Good leadership, people management, and operational skills.
  • Exposure to ITIL Practices: Should have exposure to ITIL practices.
  • Communication Skills: Good written and verbal communication skills.
  • Helpdesk Environment: Experience in helpdesk environment.
  • Teamwork: Excellent team skills with ability to listen and contribute to discussions and meetings.
About the Role

The estimated salary for this role is between $80,000 - $120,000 per annum, depending on location and experience.

Benefits

We offer a competitive salary package, including benefits such as health insurance, retirement plan, and paid time off.



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