Service Operation Manager

Job Description

Responsibilities

• Act as a primary customer contact and take accountability for end-user services.
• Cultivate and sustain productive relationships with clients, support teams, and vendors.
• Ensure effective communication within the technical team (FS, L1, L2, and L3 support) for timely bug resolution and documentation.
• Oversee daily IT service operations alignment with business objectives and SLAs, minimizing downtime and disruptions.
• Collaborate with cross-functional teams to develop and enhance IT service processes and procedures.
• Monitor and manage IT service performance, addressing issues to maintain operational efficiency.
• Develop and maintain key stakeholder relationships to understand IT service needs and priorities.
• Drive continuous improvement initiatives to enhance IT service quality, efficiency, and cost-effectiveness.
• Ensure effective application of ITIL processes during incidents, requests, and changes.
• Report project status updates to senior management.
• Coordinate with teams to mitigate risks and propose operational improvements.
• Attend regular meetings with stakeholders to track team and task status.
• Prepare and present regular reports on IT service performance, highlighting achievements and improvement areas.
• Stay updated on industry best practices and emerging technologies for innovation.
• Manage the transition of new services to standard production and post-launch support.

Qualifications

• Possess comprehensive knowledge of IT service management frameworks like ITIL,
• Command a deep understanding of the Information Technology Infrastructure Library (ITIL) framework and IT service delivery procedures.
• Exhibit a strong grasp of incident, problem, change, and release management processes.
• Familiarity with IT service monitoring and management tools is essential.
• Showcase exceptional project management abilities, enabling efficient task prioritization and execution in dynamic environments.
• Demonstrate proficiency in IT infrastructure components, Application Management, encompassing networking, cloud technologies, and security principles.

Skills

• Demonstrate leadership capabilities to inspire and guide teams towards shared objectives.
• Exhibit excellent written and verbal communication skills to facilitate effective collaboration and stakeholder management.
• Apply analytical thinking to evaluate data, trends, and metrics, enabling well-informed decision-making.
• Possess a strong problem-solving aptitude, particularly in troubleshooting complex technical issues.
• Collaborate seamlessly with cross-functional teams, engaging with developers, quality assurance, and other stakeholders to achieve common goals.

Experience

• Bachelor’s degree in computer science, Information Technology, or a related field.
• A minimum of 5 years of experience in IT service operations or a related field, 4 years of which application management and operations
• Proven track record of managing teams and overseeing IT service delivery.
• Excellent problem-solving skills and the ability to analyze complex technical challenges.
• Effective communication skills to interact with both technical and non-technical stakeholders.
• ITIL Foundation or higher certification is a must.