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Operations Manager

ESSENTIAL DUTIES/RESPONSIBILITIES

  • Lead and effectively manage the Operations team
  • Oversee the day-to-day operations and keeping the Management and the CEO apprised of significant events
  • Handle day-to-day operations
  • Operationally assist in pre-go live and post-go live client activity
  • Manage the creation and reporting of incident reports and RCAs
  • Manage operational alerts, and design and maintain strategies to take preventive actions on potential operational problems
  • Manage the service delivery team to effectively support live operational issues
  • Set up infrastructure and maintain operational KPIs
  • Ensure infrastructure is scalable to the needs required by all departments
  • Coordinate internal IT operations
  • Design and improve the operational systems, processes and policies in support of the company’s mission, specifically, support better management reporting, information flow and management, business processes and planning
  • Create internal training material to run the internal operating software
  • Effectively create and maintain operational strategies and policies
  • Improve cross-departmental efficiencies
  • Roster and scheduling of deployments
  • Manage and develop tools required to carry out operational tasks
  • Manage and increase the effectiveness and efficiency of support services, through the improvements of each function as well as coordination and communication between support and business functions
  • Identify and maintain operational improvements
  • Create and maintain operational KPIs for the overall company goals
  • Build and foster a strong relationship with the end client
  • Liaise with the CEO and other members of the management team on organizational strategy
  • Liaise with Account Management, Project Management & Team Leads

SECONDARY DUTIES/RESPONSIBILITIES

  • Other duties as deemed necessary

COMPETENCIES

  • Experience in leading operations in multiple companies and across different areas
  • Passionate and experienced in building relationships with clients
  • Has previous experience in a technical role
  • Able to challenge status quo and drive positive change
  • Experience in working under pressure
  • Highly structured and able to implement processes and procedures
  • Have excellent leadership skills with an ability to motivate individuals
  • Be able to drive initiatives that contribute to long-term operational excellence
  • Strong time management skills with a history of meeting commitments
  • Excellent verbal and written communication skills

REQUIREMENTS

  • Bachelor’s degree in Computer Science or a related field
  • A Minimum of 8 to 10 years’ experience in a similar role as an Operations Manager
  • Experience in project management is considered a must
  • Proven experience in building excellent relationships with clientele
  • Proven experience in running operations in at least 2 countries
  • Experience in handling a multi-cultural team
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