OPERATION MANAGER

Job Title:

Location:

Position Summary

Key Responsibilities

• Service Management & Delivery
• Manage day-to-day service operations, ensuring delivery excellence and compliance with defined SLAs.
• Lead onsite customer operations, managing Etisalat teams and performance reporting.
• Monitor and enhance service efficiency, reliability, and customer satisfaction.
• Ensure service continuity while minimizing risks of disruption or underperformance.
• Strategy & Planning
• Develop a clear understanding of customer strategies and align Etisalat’s services to support their business goals.
• Manage the service portfolio, identify growth opportunities, and maintain account success metrics.
• Conduct regular stakeholder meetings to address ongoing engagement and support needs.
• Service Level & Supplier Management
• Define, negotiate, and monitor service level agreements (SLAs) with customers.
• Prepare and present regular service review reports.
• Oversee third-party supplier performance to ensure compliance with contractual and service obligations.
• Incident, Problem & Request Management
• Ensure smooth resolution and closure of incidents to prevent SLA breaches.
• Collaborate with teams to identify root causes and implement corrective actions.
• Oversee the fulfillment of service requests in coordination with relevant internal and external teams.
• Operations Control
• Drive operational efficiency and effectiveness across all service delivery processes.
• Control and manage changes in service design, scale, scope, and levels.
• Support operations through new architectures and delivery models, leading technical and functional teams.
• Continual Service Improvement
• Collaborate with support teams to ensure adherence to approved policies and procedures.
• Monitor performance against service level goals and identify areas for improvement.
• Lead initiatives to enhance service delivery quality, customer satisfaction, and operational performance.
• Relationship Management
• Build strong relationships with customers, fostering trust and collaboration.
• Act as the key escalation point for service-related issues and disputes.
• Maintain transparent communication through formal and informal reporting mechanisms.
• Organize regular customer engagement activities such as forums, workshops, and training sessions.
• Ensure consistent documentation of customer communications and progress on agreed actions.
• Project Management
• Develop and manage project plans for large-scale service delivery initiatives.
• Apply best practices in project management (initiating, planning, execution, monitoring, and closure).
• Ensure delivery of services within agreed KPIs, timelines, and quality standards.
• Track and report on project and operational performance on a weekly, monthly, and quarterly basis.
  

Preferred

Qualifications :

• ITIL Expert, MBA (Marketing / Customer Service focus)
  

Key Skills

• Strong customer relationship management and communication skills.
• In-depth understanding of ITIL frameworks and service lifecycle processes.
• Proven ability to manage complex service operations and cross-functional teams.
• Analytical mindset with excellent problem-solving and reporting abilities.
• Ability to balance technical oversight with customer engagement and satisfaction focus.