Technology Operations Senior Manager (JOB JS)

Team Leadership & Development

• Manage and mentor Service Desk Leads and agents.

• Allocate resources effectively and ensure coverage for all shifts.

• Drive talent development and assist in hiring processes..

Operational Oversight

• Monitor daily operations, including incident management.

• Conduct regular reviews (daily, weekly, monthly) with stakeholders and vendors.

• Ensure adherence to SLAs and escalation protocols

Incident Management

• Implement and follow Incident management processes for scope or schedule adjustments.

• Track and report significant problems and incidents, ensuring timely resolution.

Stakeholder Engagement

• Collaborate with internal teams and external vendors for service delivery.

• Communicate risks, readiness plans, and operational impacts to sponsors and business units.

Key Skills & Competencies

• Strong leadership and people management skills.

• Expertise in IT Service Management (ITSM) frameworks.

• Ability to analyze operational data and identify improvement opportunities.

• Excellent communication and stakeholder management abilities.

Operational Excellence

• Ensure smooth functioning of IT Service Desk operations, meeting SLAs for response and resolution times. Monitor key metrics such as AHT (Average Handling Time), MTTR (Mean Time to Resolve), FCR (First Call Resolution), and NPS (Net Promoter Score).

Leadership & Team Development

• Lead and mentor a team of Service Desk analysts and leads. Foster a culture of accountability, continuous improvement, and professional growth. Address performance gaps and coach team members for success.

Process Adherence & Governance

• Implement ITIL-based processes for incident, Ensure compliance with organizational policies and risk controls.

• Drive automation and knowledge management initiatives to improve efficiency.

Technical Skills per Hiring Manager

• Understanding of the service desk / operations

• Understanding on the CCAS (Contact Center as a Service) tool – i.e. Genesys, Nice, Cisco

• Technical Savvy - CCAAS / Service Desk / End users services

• Conceptual / Implementation of projects aligned to ITIL Framework

• End to end SLA management and Global Governance