Ops Manager

Level

Job Role : -

Core Responsibilities

• Project Oversight: Own end-to-end delivery of managed services across designated geographies (e.g., India, Philippines, South Africa), ensuring alignment with scope, timelines, and quality benchmarks
• Stakeholder Engagement: Act as the primary liaison between CUSTOMER stakeholders and delivery teams. Maintain strong working relationships with CUSTOMER Site Leads and Service Owners

Governance & Reporting:

• Lead governance activities including SLA reviews, compliance tracking, and escalation management.
• Ensure timely and accurate reporting of KPIs, SLA adherence, and service performance metrics.
• Publish daily, weekly, and monthly dashboards and reports covering ticket volumes, SLA compliance, incident drivers, and asset summaries 1.

Team Leadership:

• Manage and mentor site leads, team leads, and service desk managers.
• Drive talent engagement and retention through training, performance feedback, and team events.
• Monitor team performance against KPIs and ensure continuous improvement.

Process Management:

• Ensure adherence to ITIL processes across incident, problem, change, and asset management domains.
• Facilitate cross-functional coordination for service delivery, escalations, and RCA/CAPA activities.
• Drive automation initiatives and process enhancements under continual service improvement (CSI).

Compliance & Audit:

• Maintain audit trails and provide artifacts for internal and external audits.
• Ensure compliance with contractual obligations, including service level credits and earn-back mechanisms.

Escalation & Crisis Handling:

• Manage escalations and critical incidents with urgency and ownership.
• Coordinate with resolver groups and CUSTOMER SMEs to ensure timely resolution and communication.

Tool / Technology : -

• ITIL Processes, ServiceNow, Understanding of Digital workplace services, Self Healing, Self Service Concepts, Service Improvement, team Management and Reporting