Service Operations Manager
5 days ago
At Best Careers and Opportunities, we are dedicated to providing exceptional services that drive results.
Job Title: Service Operations ManagerJob SummaryWe 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.
- 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.
The estimated salary for this role is between $80,000 - $120,000 per annum, depending on location and experience.
BenefitsWe offer a competitive salary package, including benefits such as health insurance, retirement plan, and paid time off.
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