Client Operations Manager

Role Overview: As the Client Operations Manager, you will be crucial in ensuring the highest standards of service delivery and operational efficiency for clients. Your focus will be on managing and enhancing day-to-day operations related to client delivery expectations, quality assurance, and responsiveness. Your responsibilities will include overseeing the entire lifecycle of client tickets, changes, and problems to ensure prompt and effective resolution, as well as consistent adherence to Service Level Agreements (SLAs). Your efforts will directly impact client satisfaction (CSAT) and positive client interactions, contributing to continuous improvement initiatives in IT Service Management (ITSM) processes. Key Responsibilities: - Review overnight system alerts and assess ongoing tickets, status, and escalations. - Prioritize tasks based on criticality and potential impact on client operations. - Conduct team check-ins to align priorities and address immediate concerns. - Analyze key metrics related to ticket resolution, response times, and operational efficiency. - Manage change management activities and ensure adherence to ITSM MTTA/MTTR targets. - Align KPIs and client sentiments while addressing outstanding client communications promptly. - Own and maintain a full-fledged book of work by client for all assigned clients, ensuring timely deliverables. - Build strong internal partnerships with support groups to manage all elements in the Book of Work comprehensively. - Engage in client meetings to discuss ongoing projects, Small-Works, and demands for fulfillment. - Collaborate with account management teams to explore opportunities and address client needs effectively. - Present operational reports and run operational reviews with clients to showcase the value and performance of managed services. - Examine the intake process meticulously to identify areas for standardization, enhancement, and project qualification related to Business as Usual (BAU) activities.,