Job Overview
We're looking for a seasoned Service Operations Manager to oversee our service delivery operations, ensuring seamless support and consulting services for enterprise customers.
Responsibilities:
* SERVICE DELIVERY OPERATIONS MANAGEMENT
o IDentify key performance indicators (KPIs) and establish metrics to track SLA compliance, incident management, and overall service quality.
* Develop and implement effective on-call coverage plans that guarantee 24/7 support with predictable rotation of critical skills.
* Collaborate closely with customers to define their service requirements, including escalation paths, communication channels, and priority settings.
[removed section about pre-existing skills],
We require someone who has extensive experience in Service Delivery Management or equivalent roles. This person should be comfortable communicating technical information to non-technical stakeholders. Additional qualifications include excellent organizational skills; ability to prioritize tasks; proficiency in tools like JIRA/Servicenow for tracking work items/issues & workflow automation would be an asset but not required [with technical issues resolved by other staff members]; previous experience working remotely or across different time zones considered an advantage although not mandatory [replaced 'beneficial' word]. You'll need the capacity both technically deep enough as well as relationally strong i.e., able handle high volumes customer requests email/sn call during peak hours efficiently maintaining positive relationship throughout length engagement process without burning out prematurely because managing hundreds interactions simultaneously stresses most anyone! If selected candidate lives near major airport then travelling may sometimes become inevitable–plane tickets will covered by company.
In return you can expect all above pay benefits plus opportunities advance professionally learning professional software industry trends knowledge systems processes leadership development team building/training exercises mentorship/support network countless rewards package career progression yours hand choose when ready!