Manager Service Operations
Core
Provide high-level operational leadership, training, and development to Service Centre teams to ensure flawless customer service and surpass expectations.
Role type
Manager, Service Operations
Builds
Reliable, resilient customer service experience for people, businesses, and communities
Domain
Telecommunications / Managed Networks Services
Required skills
Operational leadership, ITIL best practices (Incident, Request, Problem, Knowledge Management), Managed Networks Services operations, Performance data analysis, Process improvement, Resource coordination
Preferred skills
Enterprise customer support experience, MSP or large IT services organization background, Strategic alignment, Relationship building
Responsibilities
Provide high-level operational leadership and training to Service Centre teams; Foster a high-performance culture focused on customer satisfaction and continuous improvement; Review and improve policies and procedures to streamline processes and reduce costs; Coordinate resources for efficient use and alignment between service teams; Conduct performance reviews and establish development plans for team members; Handle customer concerns and complex issue resolutions; Participate in service review and operational governance forums; Align operations with strategic direction.
Seniority
Manager, hands-on leadership