• Senior Manager Service Operations Jobs in Gurugram - 23839845

  • M/s orange business services
  • Gurugram

Job Description:

1 Primary Job Purpose

To lead and manage round -the -clock Service Operations teams in a matrix organization providing event management , service request fulfillment , incident management , problem management support to customers in highly customized environment

2 Key Result Areas

Management of the Service Desks to ensure compliance to performance management targets at a high level and overall customer satisfaction This will include transversal engagement teams across operations

Collaborate with other functions in matrix environment to solve business and customer issues and ensure all employees working for customer are tied to a common goal and objective Also build effective relationship with vendors of customers

Ensure effective operational management on a daily basis of the operational managers & team leaders

Participate in the global extended customer teams

Represent operations in regular customer service review and account level reviews , propose and drive the service improvement initiatives

Identify and prevent any significant impact and identify underlying causes in customer service & satisfaction areas and develop & propose the high -level improvement plans to the customers and account management

Lead the evolution of operational model through innovation , automation and continual improvement to enhance the end to end services to our enterprise customers

Be available in escalation matrix 24x7 , take lead in managing major incidents and manage effective communication with senior executive management

Development of managers , team leaders and agents to ensure skills levels match both current and future operational and customer requirements

Develop the problem management mindset to identify the root causes and elimination of those

Design and Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews , defined ownership and continuous service improvement

Full responsibility to ensure adherence to company policy procedures & processes

Develop & Implement strategies and processes to ensure employee satisfaction and their professional development

Review resource requirements on a monthly basis to optimize efficiency

Develop progress and statistical reporting to bring data driven improvements

To undertake any other reasonable task as assigned

3 Dimensions

Role will impact on

Customer satisfaction

Employee satisfaction

Account leadership

Customer SLA compliance

Continual Service Improvement

Productivity management


about you

Educational Qualifications
Degree or equivalent in Electronics/ Computers or science desired
At least one formal technical qualification (IE MCSE , CCNA etc certification) preferred
Preferably MBA
ITIL Certification
Relevant Experience
Minimum experience of 15 years in an IT/ Telecom service industry
A proven track record of success , with a minimum of 08 to 10 years managerial experience , managing multi service operations environment of large enterprise customers
Desired skills/ knowledge
Excellent management & customer service skills
Excellent interpersonal skills
Exemplary time management , organizational and communication skills
Ability to work under pressure
Ability to deal with multiple tasks
Experience in Orange product suites and at least one or more of the following
Network , Firewall s / Security / Checkpoint or Web Hosting
Network , LAN / WAN / SD -WAN / SDA
Systems/ Network Management (Netcool , Spectrum ,)
Excellent leadership skills
Presentation skills and the ability to share a vision
Excellent people and organizational change management skills
Professional image
Ability to build relationships with peers and management within Orange , customer and their other Enterprise Service Providers
Proactive , self -motivated and have a determined attitude
Excellent problem solving skills
Tenacity and perseverance
Flexibility in working hours
Highly proficient in English both written & spoken
Leadership and Matrix Management of a multi -functional team
Operational and Financial Excellence
Recruitment experience in Competency based assessment processes

additional information

Degree or equivalent in Electronics/ Computers or science desired At least one formal technical qualification (IE MCSE , CCNA , CCSA , CCNP etc certification) preferred
Minimum of 15 years of supervisory/ managerial experience , preferably in customer facing network operations center within the telecommunication industry

Profile Summary:

Employment Type : Full Time
Industry : Education / Training
Salary : Not Disclosed
Deadline : 18th Apr 2020

Key Skills:

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