Operations Manager

As Operations Manager, you will be responsible for managing the overall performance and governance of the Statement of Work (SOW). You will oversee day-to-day operations in accordance with the Service Level Agreements (SLAs) outlined in the SOW, in partnership with and as delegated by the Project Managers. The role requires promptly identifying and resolving service delivery issues, implementing preventive measures, and handling transition management during project setup or expansion phases.

Responsibilities

• Lead end-to-end medium to large project deployments in collaboration with Project Managers, Team Managers, Total Quality Management (TQM) teams, and all relevant stakeholders.
• Support total customer satisfaction and closely monitor the attainment of daily KPIs.
• Support and communicate all strategies, processes, and initiatives of the TQM teams while promoting collaboration among Operations leaders to improve client community support and experience.
• Play an active role in enhancing policies, products, processes, and support systems by providing insights, recommendations, and team feedback.
• Identify potential risks or issues with project implementations and proactively drive communication with internal and external stakeholders.
• Translate business requirements into operational plans and collaborate with Company support teams during deployment and execution.
• Develop and implement tracking, monitoring, and reporting methodologies for all SLAs required under the SOW.
• Ensure achievement of KPIs, direct Root Cause Analysis (RCA) documentation among team members, and define resolution and operational strategies to meet SLA targets.
• Assess and prioritize key operational issues affecting productivity, capacity, delivery, quality, and training, and implement mitigation plans in collaboration with other Operations leaders.
• Collaborate with support teams to implement project and process kick-offs, monitor and report project, process, and initiative status, and drive resolution discussions for challenges.
• Manage, monitor, and communicate change delivery items as needed.

Required Skill Set

• Dynamic leader with experience and passion for managing large, diverse teams across multiple locations in a fast-paced environment, with the ability to navigate rapid change and ambiguity.
• Strategic thinker with strong analytical and problem-solving skills.
• Bachelor's degree in IT, Computer Science, Computer Engineering, or a related discipline.
• 8+ years of experience in operations and people management, including experience managing leaders and developing team members.
• Lean Six Sigma (LSS) Yellow Belt certification (mandatory).
• Lean Six Sigma (LSS) Green Belt and PMP certification (preferred).
• Strong empathy for the client community and a passion for delivering exceptional customer experiences and support.
• Enthusiastic about being part of a global operations team, designing effective business operations, solving complex problems, and developing high-performing teams.