Operations Manager

Life on the team

Are you passionate about Service desk Opportunities and ready to explore your capabilities?

Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development. As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks.We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking.

What you’ll do

• Ensuring the delivery and reporting on SLA’s achievement and managing team performance 
• Ownership of resource management and ensuring the required staffing levels against volumes 
• Forward planning and forecasts (costs, resources, holiday usage, projects, recruitment and training needs) 
• Supporting projects and new business take on 
• Development of cooperative and productive relationship, participation and decision making in customer calls up to their level of responsibility 
• Effective escalation of issues and opportunities 
• Performance management of Team Leaders (TL) to ensure that they manage their teams to meet client deliverables  
• Conduct periodic skip levels 

What you’ll need

• Ensuring that all TLs are briefed and understand their job requirements, accomplish pre-defined time frames on targets and objectives (objective setting, goals, OPI, SLAs, 1to1s)  
• Monitoring the personal development of the TLs via regular 121 meetings, performance reviews, career pathway planning and talent identification, engagement & wellbeing 
• Ensures quality checks are professionally accomplished. 
• Supports extended functionalities in the team (if applicable, e.g. end-to-end, incident management, knowledge) 
• Drives efficiency and productivity by identifying and maximizing opportunities to develop the service (e.g. cost reduction, productivity increase, automation) 
• Promotion and active involvement in Continual Service Improvement plans 
• Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement 
• Contributing to the ISO obligations (where applicable) Responsible for the adoption of CC best practice and service offerings to ensure consistency of service.   
• Professional external and internal stakeholder management 
• Cooperation with other departments within CC 
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation 
• Ensure that the team adhere to all company and local policies, processes and legal obligations 
• Act as the SPOC for account reviews
• SLA/ KPI/ OPI achievement 
• Official feedback from Manager, Service management, peers and customers 
• People management decisions aligned with using performance management tools effectively
• Effective cost management towards requirements
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Experience & Education:

• Overall 12+ Years at least 2 year leadership experience in managing service desk teams in fast changing operational environment 
• Bachelor’s degree in information security, Computer Science, or bachelor’s degree in a relevant field or equivalent work experience.

Skills:

• Good working knowledge of relevant operational business systems and infrastructures (e.g. Avaya, call logging systems, scheduling systems) 
• Coordinates, organises and prioritises work activity for self and others  
• Excellent proven customer service skills 
• Excellent administrative skills and ability to analyse data and produce reports  
• Excellent Interpersonal, literacy and numeracy skills 
• Experience in building relationships with key stakeholder and senior management 
• Team player with collaborative and supportive style 
• Business focused verbal and written communication skills 
• Excellent coaching and communication skills 
• Ability to communicate and present professionally on different levels of the organization and customers 
• Raise and support improvements ideas (both on resource/environment/systems) 
• Ability to prioritize and work with tight timelines 
• Ability to manage different accounts or multiple accounts 
• Experience of developing best practice policies and procedures for functional area 
• Self-driven, result-oriented and proactive with strong ownership of their own account / portfolio 
• ITIL awareness 
• Advanced knowledge of MS Office applications