OPERATION MANAGER

Location:

Experience : 5 - 8 Years

Position Summary

The Service Management Manager is responsible for implementing and maintaining a customer-centric Service Management framework to ensure high-quality service delivery and support. The role focuses on strengthening client relationships, ensuring operational excellence, and driving continual improvement throughout the service lifecycle to deliver exceptional customer experiences.

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  Manage day-to-day service operations, ensuring delivery excellence and compliance with defined SLAs.



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  Lead onsite customer operations, managing Etisalat teams and performance reporting.



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  Monitor and enhance service efficiency, reliability, and customer satisfaction.



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  Ensure service continuity while minimizing risks of disruption or underperformance.

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  Develop a clear understanding of customer strategies and align Etisalat s services to support their business goals.



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  Manage the service portfolio, identify growth opportunities, and maintain account success metrics.



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  Conduct regular stakeholder meetings to address ongoing engagement and support needs.

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  Define, negotiate, and monitor service level agreements (SLAs) with customers.



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  Prepare and present regular service review reports.



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  Oversee third-party supplier performance to ensure compliance with contractual and service obligations.

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  Ensure smooth resolution and closure of incidents to prevent SLA breaches.



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  Collaborate with teams to identify root causes and implement corrective actions.



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  Oversee the fulfillment of service requests in coordination with relevant internal and external teams.

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  Drive operational efficiency and effectiveness across all service delivery processes.



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  Control and manage changes in service design, scale, scope, and levels.



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  Support operations through new architectures and delivery models, leading technical and functional teams.

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  Collaborate with support teams to ensure adherence to approved policies and procedures.



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  Monitor performance against service level goals and identify areas for improvement.



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  Lead initiatives to enhance service delivery quality, customer satisfaction, and operational performance.

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  Build strong relationships with customers, fostering trust and collaboration.



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  Act as the key escalation point for service-related issues and disputes.



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  Maintain transparent communication through formal and informal reporting mechanisms.



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  Organize regular customer engagement activities such as forums, workshops, and training sessions.



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  Ensure consistent documentation of customer communications and progress on agreed actions.

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  Develop and manage project plans for large-scale service delivery initiatives.



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  Apply best practices in project management (initiating, planning, execution, monitoring, and closure).



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  Ensure delivery of services within agreed KPIs, timelines, and quality standards.



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  Track and report on project and operational performance on a weekly, monthly, and quarterly basis.

Preferred:

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  ITIL Expert, MBA (Marketing / Customer Service focus)

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  Strong customer relationship management and communication skills.



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  In-depth understanding of ITIL frameworks and service lifecycle processes.



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  Proven ability to manage complex service operations and cross-functional teams.



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  Analytical mindset with excellent problem-solving and reporting abilities.



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  Ability to balance technical oversight with customer engagement and satisfaction focus.