Operations Manager - OSS

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• Serve as the primary customer interface for OSS operational matters, ensuring effective communication and collaboration.
• Manage service delivery against SLAs and KPIs, driving continuous improvement initiatives.
• Lead technology and process innovation efforts, identifying automation opportunities and recommending enhancements.
• Coordinate response and support during high-severity incidents, acting as an escalation point.
• Conduct post-implementation reviews of critical changes and guide follow-up actions with service managers and teams.
• Establish and maintain relevant KPIs and metrics to evaluate process effectiveness and inform data-driven decisions.
• Document standard service management procedures, ensuring compliance and up-to-date information.
• Facilitate workshops and training sessions to foster a culture of continuous improvement and operational excellence.
• Support 3rd party (e.g., vendor) management by providing input on service level requirements and feedback on 3rd party performance.
• Must be available 24/7 for major escalation via on-call support

Qualifications

• Minimum 7 years of experience in technology management within telecommunications or IT.
• Strong knowledge of Incident, Problem, and Change Management frameworks such as ITIL v4.
• Proven experience in managing vendors, KPIs, and SLAs effectively.
• Excellent relationship management skills with customers and internal stakeholders.
• Ability to manage multiple high-priority projects and adapt to changing requirements.

• Certification in Lean Six Sigma or similar process improvement methodology.
• Experience in telecommunications and datacentre networks from a technology perspective.
• Ability to translate customer requirements into actionable business opportunities.
• Proficiency in process development and management.
• Strong conflict management skills.