Operational Excellence Manager

Há 3 dias

Colombo, Paraná, Brasil beBeeLeadership Tempo inteiro AU$90.000 - AU$120.000

We are seeking a dynamic and self-motivated Service Desk Manager to lead our 24/7 service team in Colombo. As the main point of contact for local team leads, you will collaborate closely with leadership teams in Australia and India.

Key Responsibilities:
  • Act as a People Leader, an ambassador and a Subject Matter Expert (SME) for Sri Lanka Service Desk operations
  • Point of escalation for the Sri Lanka Service Desk team for service delivery issues
  • 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)
  • Plan and implement a resource model which maximise utilisation while delivering against KPIs like Net Promotor Score (NPS), Grade of Service (GOS) and ticket resolution Service Level Agreement (RSLA) targets
Requirements

The ideal candidate will have:

  • 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

We foster a high-performance culture that encourages innovation and improvement. If you have strong leadership skills and can manage a team directly, please consider this opportunity.

Qualifications and Education:

We require candidates with:

  • Information Technology or Computer Science Degree (or equivalent qualification)
  • Demonstratable IT Service Management understanding or certification (ITIL, at Foundation level or above)
  • Experienced in using ServiceNow, or another similar Service Management tool
Service Delivery Expertise

Our team requires a Service Desk Manager who can deliver exceptional customer service and drive business results.

Customer Focus:

  • Meet client expectations and agreed service levels
  • Monitor and report key performance indicators (KPI)

Team Leadership:

  • Manage, direct, develop and motivate direct reports
  • Develop and implement strategic plans to achieve business objectives

Technical Expertise:

  • Experience in IT Service Management, preferably with ITIL certification
  • Knowledge of ServiceNow or similar Service Management tools

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