Senior Operations Manager
Serving as a strategic leader, the Senior Operations Manager will oversee our operations, fostering a culture of customer-first thinking, accountability, and team collaboration.
About the Role
* Lead and develop high-performing teams across Service, Operations, and Site Management.
* Ensure consistent delivery of contractual obligations, KPIs, and SLAs across all managed service contracts.
* Act as a senior escalation point for service issues and client concerns.
Key Responsibilities
* Drive continuous improvement in service delivery, customer satisfaction, and operational efficiency.
* Collaborate with Commercial Operations to onboard new clients and transition services smoothly.
* Define and implement operational procedures, service standards, and performance frameworks.
Requirements
* A degree in a Business, Technical, or Scientific discipline.
* 5+ years experience in Call Center, Customer Service, or Client Operations Management.
* Demonstrated success in leading teams, managing service delivery, and achieving KPIs/SLAs.