Senior Service Operations Lead
5 days ago
We are seeking a highly experienced Senior Service Operations Lead to join our team at Classy Wheeler Limited. In this role, you will be responsible for defining and driving the short and long-term operational strategy, ensuring end-to-end delivery of differentiated, excellent service.
The ideal candidate will have experience in the SI and IT vendor industry, with expertise in key aspects of service management and operational client management. They will also possess strong interpersonal, relationship building, and team building skills.
About the RoleThis is a senior leadership position that requires a proven track record of success in service operations. You will be responsible for leading and delivering KPI and business metrics results in multiple contact centers across multiple countries. Your ability to build trustworthy and enduring relationships with clients will be crucial in driving client delight through responsive, value-additive service performance management.
You will work closely with Business Leaders & Finance on headcount planning and forecasting, as well as perform root cause analysis around issues and developing value-additive improvement plans. Additionally, you will identify best practices/processes, ensure recovery plans where required, maximize revenue opportunities with service delivery, and partner with critical teams and partners to drive results and manage performance.
This role offers a unique opportunity to work in a dynamic environment, where you will be responsible for representing your services and team in multi-functional discussions, working with the sales management team to maintain a roadmap for your team, providing tier 3 operational support for the services you own, and making improvements to your services to ensure their success.
RequirementsTo be successful in this role, you will need:
- Experience in the SI and IT vendor industry.
- ITIL foundations certification (Service Desk, Incident Management, Problem Management, and Change Management) would be beneficial.
- Expertise in key aspects of service management and operational client management, including client management, tech-savvy communication, project management skills, and strong interpersonal skills.
In return for your experience and skills, we offer a competitive salary of $120,000 - $180,000 per year, depending on your background and qualifications. Our company provides a collaborative and dynamic work environment, opportunities for professional growth and development, and a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
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