Operations Manager

Há 2 dias

Colombo, Paraná, Brasil beBeeProblem Tempo inteiro AU$100.000 - AU$130.000
Service Desk Leadership Role

This is a challenging and rewarding opportunity for an experienced Service Desk Manager to lead our 24/7 team in Sri Lanka.


The Job

We are seeking a highly skilled and motivated individual to ensure high-quality customer service and daily operations. As the main contact for local team leads and global leadership, you will drive service improvements to meet customer needs.


Key Responsibilities
  • Act as a People Leader, ambassador, and Subject Matter Expert (SME) for Sri Lanka Service Desk operations.
  • Point of escalation for the Sri Lanka Service Desk team for service delivery issues.
  • Confidently raise concerns/issue/improvements/updates back to the broader Service Desk leadership.
  • Drive efficiencies within the environment to improve customer satisfaction and increased cost optimisation.
  • Manage, direct, develop, and motivate direct reports to ensure high levels of employee engagement and enablement.
  • Meet Client expectations including agreed Service Levels and Key Performance Indicators (KPI).

Requirements
  • Strong industry familiarity and experience in leading a Service Desk team, preferably in an outsourced environment.
  • 2+ years' people leadership experience, including but not limited to capacity planning, recruitment, onboarding, training, coaching & mentoring and performance management.
  • 5+ years' work experience in operational ICT managed services, preferably including an outsourced environment.
  • Able to delegate effectively with an ability to train, coach and mentor staff.
  • Strong decision-making capability and possessing good conflict resolution skills.
  • An attention to detail, with strong analytical skills and the ability to extract useful intelligence and insights from data and deliver effective management reporting.
  • Strong Problem Management and Root Cause Analysis skills.
  • Experience in acting as senior escalation point for complex/high impact issues.
  • Ability to form strong working relationships with key Managed Services stakeholders such as the Managed Services, Managed Networks and others.
  • Exceptional written communication skills, including the ability to distil key messages into clear, concise and compelling communications.
  • Curious, inquisitive and a natural problem solver who strives to understand the detail behind business challenges in order to deliver strategic solutions.
  • Results-driven and motivated to deliver excellence.
  • Information Technology or Computer Science Degree (or equivalent qualification).
  • Demonstratable IT Service Management understanding or certification (ITIL, at Foundation level or above).

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