Service Operations Manager
Il y a 7 mois
The Service Operation Manager will manage the end-user requests in an autonomous way and report to Functional Element (FE) Managers who will be available for general consultation whenever an activity is not correctly documented, they will guide the planning of activities and they will provide 3rd level support when needed. Before any such escalation, the Service Operation Manager should get all relevant information from the user and record it in the ticket. The ticket should include a summary of the issue/request along with details of what actions have been taken with the corresponding results (e.g. what has been checked, tested, researched, etc.).
The Service Operations Manager will perform organisational and supervision tasks for all its personnel, ensuring the contract services are delivered with the requested quality and in due time, such as:
- Organise and dispatch the work;
- Address any cases where tasks are not clearly defined, if required in coordination with the FE Managers; agree on priority and SLA deadlines; create any missing tasks according to the instructions received;
- Supervise the personnel; ensure that an adequate number of persons required for each service is available;
- Ensure that the delivered services are in accordance with the terms of the contract;
- Ensure the first level quality control and the respect of the SLA;
- Understand which activities deserve a review, propose enhancements to the FE managers, notably for quality checks;
- Interact with FE Managers and contract responsible(s);
- Participate in planning and coordination meetings;
- Produce regular statistics and reports;
- Regularly check the training and knowledge level of the contractor’s personnel;
- In case of a hybrid model implementation (on-site/off-site), the Service Operations Manger should ensure proper coordination between on-site and off-site personnel. In all cases, they should specify their organisational planning in the Quality Assurance Plan;
- The client reserves the right to ask the Service Operations Manger to perform additional tasks not listed here, in particular for those irregular, urgent, unforeseen events or where the SLA can only be established at the task creation. In such case, the Service Operations Manager should reach agreement on all the task’s details with the FE Managers, including the priority and the associated SLA.
- Bachelor (180 ECTS credits) or Technical Engineer (180 ECTS credits) equivalent qualification in the field of computing or ICT;
- Hold the following required certifications:
- ITIL (at least v3);
- Microsoft Certified Professional (Microsoft 365);
- Apple Certified Support Professional (ACSP);
- Linux Server Professional (LPIC-1);
- Jira Administration Certification, such as ACP-100 or equivalent.
- At least three years of proven and documented experience in leading a team of support technicians;
- Be able to carry out quality reviews on tickets and after analysis, develop and implement appropriate corrective actions;
- Understand and follow written instructions, mainly in English, occasionally in French, that describe various situations and corresponding actions to be taken, escalation mechanisms and the tools to be used to complete tasks and activities;
- Be able to manage, organise and supervise the team’s work;
- Have strong communication, teamwork and problem-solving skills;
- Demonstrate a strong service-oriented approach with end users; paying particular attention to their needs;
- Have good analytical skills;
- Be flexible, adaptable to changing deadlines and able to handle high-pressure situations;
- Be open to new working methods and technologies and able to participate in their adoption;
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