Operations Manager

Job Summary: The Operations Manager (OM) is responsible for overseeing the end-to-end delivery of IT services to clients, ensuring high customer satisfaction and the successful implementation of services according to agreed-upon standards and timelines. The OM will lead cross-functional teams to drive operational excellence, maintain service quality, and act as the primary point of contact for clients regarding service delivery.

Key Responsibilities:

• Client Relationship Management:
• Act as the main point of contact for clients regarding service delivery, ensuring their needs are met and addressing any concerns or issues.
• Develop strong, long-term relationships with key stakeholders to drive customer satisfaction and retention.
• Understand client business requirements and ensure services are aligned with their objectives.
• Conduct regular meetings with clients to discuss service performance, review SLAs, and ensure expectations are being met.
• Service Delivery Oversight:
• Ensure the timely and efficient delivery of services, including on-boarding, implementation, and ongoing support.
• Oversee the service delivery process, from project initiation to completion, ensuring that all milestones are met within scope, budget, and timeline.
• Monitor and report on service performance, identifying areas for improvement and implementing corrective actions as needed.
• Manage the delivery of high-quality services that meet or exceed SLAs, KPIs, and customer satisfaction metrics.
• Team Leadership and Coordination:
• Lead and coordinate cross-functional teams (e.g., technical support, operations, product, sales) to deliver services effectively.
• Provide guidance, mentorship, and support to team members to ensure optimal performance and professional growth.
• Foster collaboration and ensure seamless communication between internal teams and clients.
• Operational Excellence:
• Identify process inefficiencies and drive continuous improvement initiatives to enhance service delivery.
• Manage escalations and ensure issues are resolved in a timely and effective manner.
• Implement and enforce best practices for service delivery, ensuring compliance with company policies, standards, and industry regulations.
• Reporting & Documentation:
• Prepare and deliver regular reports on service performance, client satisfaction, and operational metrics.
• Maintain accurate documentation related to service delivery processes, client interactions, and issue resolutions.
• Track and report on service delivery costs and performance against agreed KPIs.
• Risk & Issue Management:
• Proactively identify potential risks to service delivery and develop mitigation strategies.
• Manage and resolve service delivery issues, ensuring minimal impact to the client and the business.
• Facilitate post-incident reviews to assess root causes and implement preventive measures.
• Service Improvement & Innovation:
• Continuously monitor emerging trends, technologies, and industry best practices to enhance service delivery.
• Collaborate with the product and technical teams to identify opportunities for service improvements and innovation.
• Drive the adoption of new tools and technologies that can enhance the customer experience and streamline service delivery processes.

Qualifications:

• Education:
• Bachelor’s degree in Business Administration, Information Technology, or a related field. Master’s degree preferred.
• Experience:
• 5+ years of experience in IT service delivery, project management, or customer success in a technology or SaaS company.
• Proven experience managing client relationships and delivering high-quality services.
• Strong background in managing service level agreements (SLAs) and operational metrics.
• Experience in leading and coordinating cross-functional teams.
• Skills & Competencies:
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels of an organization.
• Strong organizational and project management skills, with the ability to handle multiple tasks and priorities.
• Ability to analyze and interpret data to drive decisions and improvements.
• Strong problem-solving skills and the ability to manage complex issues with professionalism and focus.
• Technical understanding of IT systems, infrastructure, and service delivery methodologies (e.g., ITIL).
• Proficiency in using service management tools and platforms (e.g., ServiceNow, JIRA, Zendesk).

Desired Attributes:

• Customer-centric with a passion for delivering exceptional service.
• Strong leadership and team management skills.
• Detail-oriented with excellent process and quality management capabilities.
• Ability to thrive in a fast-paced, dynamic environment.
• Continuous learning mindset and ability to adapt to new technologies and methodologies.