Operations Manager

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Key Responsibilities:

  1. Oversees the execution of day-to-day operations and proactively manages the services in scope for large accounts.
  2. Perform trend analysis, and develop action plans for improving service timeliness and reducing costs.
  3. Prepare cost analysis, budget plans and proposals as needed.
  4. Leverage service desk best practices and process frameworks, such as ITIL, to drive continual process improvement
  5. Manage relationships with client.
  6. Develop, recommend and coordinate the implementation of new procedures related to the Service Desk
  7. Understands in depth the contract commitments for sustaining work;
  8. Works closely with Account Manager to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses
  9. Provides proactive feedback on delivery issues and escalates issues to Account Management and Senior Management team;
  10. Manages issues and changes from the clients’ viewpoint, proactively managing the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction;
  11. Completes continuous review of contractual achievements, gap analysis and delivery targets appropriateness and liaises with Emerio management/Client representatives to address issues or concerns;
  12. Shows a thorough understanding of applicable project management and/or operational management standards and procedures and owns projects to completion (where required);
  13. Possesses a thorough understanding of the business and commercial context of the organization. Service Quality and Improvement ;
  14. Drives client service and client satisfaction into the respective delivery organizations;
  15. Is responsible for the quality checks to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales;
  16. Owns service improvements initiative that require further Client/Emerio Management engagement;
  17. Reviews quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information.
  18. Perform other duties as assigned
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  • Career LevelManager
  • Experience8-12 Years
  • LocationMalaysia