Operations Lead
">Job Description:">
Lead the delivery of IT services and solutions for clients, ensuring successful project execution and client satisfaction. Oversee project timelines, budgets, risks, and resources to drive continuous improvement and innovation in service delivery.
">Responsibilities:
1. Manage stakeholder relationships, liaising with senior managers and key stakeholders to build and maintain strong, long-term customer relationships.
2. Develop and manage governance structures, ensuring proper processes and procedures are in place.
3. Act as the primary contact for inquiries, escalations, and change requests, proactively communicating service/project updates, incidents, and maintenance activities.
4. Own the Change Control process, tracking changes and capturing value-add opportunities into assigned accounts.
5. Ensure customer satisfaction for the engagements delivered.
6. Identify opportunities for improving delivery processes and implement changes.
7. Stay updated with industry trends and best practices, incorporating them into the delivery strategy.
">Technical Competencies:
- Service Level Management: Define, monitor, and manage SLAs.
- ITIL Framework: Hold ITIL Foundation certificate mandatory, understand ITIL principles and apply them to some extent.
- Project management: Familiar with Project Management lifecycle and methodologies, manage small projects with guidance.
- Risk Management: Skilled in identifying, assessing, and mitigating risks for delivery continuity.
">Business Competencies:
- Customer Delivery & Operations Oversight
- Customer Relationship Management
- Commercial & Financial Acumen
- Continuous Improvement
- People Management & Inspirational Leadership: Communication, Problem-Solving, Strategic Thinking, Ownership & Accountability