Senior Associate Managed Services Operations Specialist
Core
Develop as a subject matter expert to plan, coordinate, and monitor operational activities and processes for managed service delivery, ensuring effective and efficient service execution.
Role type
Senior Associate Managed Services Operations Specialist
Builds
Operational plans and processes for client services
Domain
IT Managed Services / Technology Operations
Required skills
shift roster management, shift handover management, client escalation management, SLA monitoring, operational metrics analysis, improvement plan development, cost-effective delivery management, operational effectiveness monitoring, risk and issue identification, solution proposal
Preferred skills
structured communication, creative and analytical problem-solving, process design and improvement, cross-cultural collaboration, adaptability in pressurized environments
Technologies
delivery processes and related systems
Responsibilities
Support management of shift rosters and monitoring of operations metrics; Ensure adherence to shift handover processes; Manage shift escalations from clients; Monitor and dashboard key metrics and manage near-breached situations; Contribute to ensuring services meet SLA levels; Ensure operational deliverables enable cost-effective, client-centric delivery; Monitor operational effectiveness and develop improvement plans; Balance client needs with strategic direction; Resolve core client issues with service teams; Identify needs, risks, and issues and propose solutions.
Seniority
Senior, developing subject matter expert