Service Operations Director
5 days ago
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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