SY-834 Operations Manager (L2)

SY-834 Operations Manager (L2)

30 dic
|
Ntt
|
Barcelona

30 dic

Ntt

Barcelona

Key Roles and Responsibilities :



- Proactively monitor and drive service delivery to clients from the Operations Centre and / or CoE

- Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in the Operations Centre and / or CoE

- Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites

- Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate

- Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model



- Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients.

- Provide operational support and continuous service improvement post client handover from TS (or other) teams

- Plan and implement training and development initiatives for direct reports

- Review training requirements for service operations teams

- Engage with clients for technical operations as part of routine operations

- Plan and implement key service improvement priorities based on a continual service improvement approach

- Feed continual service improvement priorities into the automation team

- Lead the team in the implementation of strategic initiatives

- Measure, analyse and improve team’s delivery capabilities

- Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved

- Responsible for the day to day running of the Operations Centre and / or CoE in line with the performance established by the business



- Ensure maximum uptime and the accurate and early response to client operational issues

- Responsible for resource planning and work allocation to meet agreed service levels

- Identify opportunities for continuous service improvement

- Engage with clients for technical operations as part of routine operations



Knowledge, Skills and Attributes :



- Excellent organisational and team leadership skills

- Excellent communication skills both verbal and written

- Ability to collaborate with internal stakeholders and external clients

- Ability to understand budgets and cost management

- Strong leadership skills including effective time management, prioritisation and delegation of work

- Excellent focus on client centricity

- Highly focused on business outcomes



- Ability to guide the team through transformational objectives set out by the business

- Ability to communicate and work across different cultures and social groups

- Ability to work well in a pressurised environment

- Ability to adapt to changing circumstances



Academic Qualifications and Certifications :



- Typically requires substantial related experience with a Bachelor’s or equivalent degree; or extensive experience

- ITIL certification

- Relevant technical certifications



Required Experience :



- Substantial experience in coaching and mentoring teams on a daily basis

- Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)



- Demonstrated experience in organisational change management (transformational experience)

- Substantial experience in the management of people, process and technology

- Relevant experience in Data Centre or Collaboration or Microsoft stack



What will make you a good fit for the role?

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.es/empleo/45833744/sy-834-operations-manager-l2-barcelona/?utm_source=html

Suscribete a esta alerta:
Escribe tu dirección de correo electrónico, te permitirá de estar al tanto de los últimos empleos por: sy-834 operations manager (l2)

Postulate a este anuncio

Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.

Suscribete a esta alerta:
Escribe tu dirección de correo electrónico, te permitirá de estar al tanto de los últimos empleos por: sy-834 operations manager (l2)