Service Operations Director

5 days ago


Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time
Job Requirements

We are seeking a highly skilled and experienced Change Manager to join our team at BEST CAREERS AND OPPORTUNITIES. The successful candidate will have a strong background in service operations and management, with experience in driving service operations, managing IM and MIM processes, and developing and implementing change management plans.

Key Responsibilities:

- Drive the Major Incident (MI) Bridge to resolve major incidents efficiently and effectively.

- Act as SPOC for customers to provide status updates during major incidents.

- Coordinate with relevant Resolver Groups to resolve major incidents.

- Inform key stakeholders on major incident status and confirmed service restoration.

- Develop and implement change management plans to ensure successful delivery of changes.

- Identify and analyze potential risks associated with changes and develop mitigation strategies.

- Collaborate with cross-functional teams to ensure effective communication and coordination throughout the change process.

- Ensure that changes are properly documented and communicated to stakeholders.

- Develop and maintain relationships with stakeholders to ensure their needs are met and expectations are managed.

Requirements:

- 8-10 years experience in driving service operations.

- Min 8 year experience in managing IM and MIM processes.

- Preferably ITIL Expert or Min two ITIL Intermediate certified professional.

- Strong analytical, communication, presentation, and reporting skills.

- Good leadership, people management, and operational skills.

- Exposure to ITIL practices required.

- Good written & verbal communication skills.

- Experience in helpdesk environment.

- Highly motivated individual with positive & proactive attitude to work and willingness to improve operational efficiency.

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