Leading network service solutions provider
• Define and drive the short and long-term operational strategy, ensuring end to end delivery of differentiated, excellent service
• Lead and deliver KPI and business metrics results in multiple contact centers across multiple countries
• Drive client delight through responsive, value additive service performance management, partnering with account management teams
• Partner with Business Leaders & Finance on headcount planning and forecasting
• Perform root cause analysis around issues, and developing value additive improvement plans
• Identify best practices/processes, and ensure recovery plans where required
• Maximize revenue opportunities with service delivery
• Partner with critical teams and partners to drive results and manage performance
• Participate in client facing interactions (escalation & new business opportunities)
• Ensure a set of operational practices are followed to assure quality and long-term health of the services your team owns.
• Perform reviews of all infrastructure designs to make sure that they address failure modes, scalability, and security and are suitable for tier 1 services.
• Represent your services and team in multi-functional discussions.
• Work with the sales management team to maintain a roadmap for your team.
• Provide tier 3 operational support for the services you own. This includes providing an on-call rotation and acting as conduit to resolve issues.
• Make improvements to your services to insure their success. This includes performing routine review of key practices, diving deep into significant anomalies and taking corrective actions as necessary.
• Promote and demonstrate the Operational Excellence mentality
• 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; able to build trustworthy and enduring relationships. A programmatic approach to building and maintaining a successful, high performing operation
• Tech-savvy with ability to communicate technical product features effectively and enthusiastically
• Experience in project management skills
• Strong interpersonal, relationship building and team building skills
