Strategic Operations Manager
2 weeks ago
We are seeking an accomplished Service Manager to drive operational excellence and deliver top-notch service solutions across our global network.
Job Summary:
The ideal candidate will possess a deep understanding of service management principles, excellent communication skills, and the ability to build strong relationships with clients and stakeholders.
About Us:
At Classy Wheeler Limited, we pride ourselves on providing innovative solutions that exceed client expectations. Our team is committed to delivering exceptional service, and we are looking for a like-minded individual to join us in this mission.
Responsibilities:
- Develop and implement operational strategies to ensure seamless delivery of services across multiple contact centers.
- Lead teams to achieve outstanding performance metrics, driving business growth and client satisfaction.
- Cultivate strong relationships with clients, account managers, and internal stakeholders to deliver value-added services.
- Collaborate with finance and business leaders to inform headcount planning and forecasting.
- Conduct root cause analysis and develop improvement plans to enhance service quality and efficiency.
- Identify best practices and processes, ensuring recovery plans are in place where necessary.
- Pursue revenue opportunities through strategic service delivery.
- Partner with critical teams and partners to drive results and manage performance.
- Represent our services and team in multi-functional discussions, contributing to business success.
- Work closely with sales management to maintain a roadmap for your team, ensuring alignment with business objectives.
- Provide tier 3 operational support, including on-call rotation and issue resolution.
Requirements:
- Proven experience in the SI and IT vendor industry, with expertise in key aspects of service management.
- ITIL foundations certification (Service Desk, Incident Management, Problem Management, and Change Management) is highly desirable.
- Strong interpersonal, relationship building, and team building skills.
- Tech-savvy with ability to communicate technical product features effectively and enthusiastically.
- Experience in project management skills.
What We Offer:
A competitive salary range of $120,000 - $180,000 per annum, depending on experience, plus benefits and opportunities for career growth.
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