About the Role
The role involves managing service operations to ensure reliable and efficient delivery of client services, focusing on performance monitoring, incident management, and continuous improvement initiatives.
Responsibilities
- Lead the day-to-day operations of client service delivery teams
- Monitor service performance and key metrics to ensure SLA compliance
- Coordinate incident response and resolution across technical teams
- Identify operational inefficiencies and lead improvement projects
- Serve as primary point of contact for service-related escalations
- Maintain accurate records of service incidents and resolutions
- Develop and maintain operational documentation and runbooks
- Support onboarding of new clients into service environments
- Work closely with technical teams to resolve recurring issues
- Ensure adherence to security and compliance standards
- Manage communication during major incidents
- Produce regular performance reports for stakeholders
- Implement standardized processes across service operations
- Drive adoption of automation in routine operational tasks
- Collaborate with project teams during service transitions
- Train team members on operational procedures and tools
- Evaluate vendor performance impacting service delivery
- Support change management processes for production environments
- Maintain service continuity during business disruptions
- Contribute to post-incident reviews and action follow-ups
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with office and remote options
Team
Part of a client-focused service delivery unit within a consulting organization
Why Join Us
- Opportunity to shape service delivery standards in a growing practice
- Collaborative culture emphasizing professional growth and innovation
- Exposure to diverse clients and complex technical environments
Professional Development
- Access to training in IT service management frameworks
- Support for relevant industry certifications
- Regular feedback and career progression reviews
