Strategic Operations Manager

2 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China Classy Wheeler Limited Full time
Classy Wheeler Limited: Exceptional Service Leadership Opportunity

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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