Operation Manager

Description:

Job Title: OPERATION MANAGER

Location: Pan india

Experience: 5 - 8 Years

Position Summary:

The Service Management Manager is responsible for implementing and maintaining a customer-centric Service Management framework to ensure high-quality service delivery and support.

The role focuses on strengthening client relationships, ensuring operational excellence, and driving continual improvement throughout the service lifecycle to deliver exceptional customer experiences.

Key Responsibilities:

Service Management & Delivery:

- Manage day-to-day service operations, ensuring delivery excellence and compliance with defined SLAs.

- Lead onsite customer operations, managing Etisalat teams and performance reporting.

- Monitor and enhance service efficiency, reliability, and customer satisfaction.

- Ensure service continuity while minimizing risks of disruption or underperformance.

Strategy & Planning:

- Develop a clear understanding of customer strategies and align Etisalats services to support their business goals.

- Manage the service portfolio, identify growth opportunities, and maintain account success metrics.

- Conduct regular stakeholder meetings to address ongoing engagement and support needs.

Service Level & Supplier Management:

- Define, negotiate, and monitor service level agreements (SLAs) with customers.

- Prepare and present regular service review reports.

- Oversee third-party supplier performance to ensure compliance with contractual and service obligations.

Incident, Problem & Request Management:

- Ensure smooth resolution and closure of incidents to prevent SLA breaches.

- Collaborate with teams to identify root causes and implement corrective actions.

- Oversee the fulfillment of service requests in coordination with relevant internal and external teams.

Operations Control:

- Drive operational efficiency and effectiveness across all service delivery processes.

- Control and manage changes in service design, scale, scope, and levels.

- Support operations through new architectures and delivery models, leading technical and functional teams.

Continual Service Improvement:

- Collaborate with support teams to ensure adherence to approved policies and procedures.

- Monitor performance against service level goals and identify areas for improvement.

- Lead initiatives to enhance service delivery quality, customer satisfaction, and operational performance.

Relationship Management:

- Build strong relationships with customers, fostering trust and collaboration.

- Act as the key escalation point for service-related issues and disputes.

- Maintain transparent communication through formal and informal reporting mechanisms.

- Organize regular customer engagement activities such as forums, workshops, and training sessions.

- Ensure consistent documentation of customer communications and progress on agreed actions.

Project Management:

- Develop and manage project plans for large-scale service delivery initiatives.

- Apply best practices in project management (initiating, planning, execution, monitoring, and closure).

- Ensure delivery of services within agreed KPIs, timelines, and quality standards.

- Track and report on project and operational performance on a weekly, monthly, and quarterly basis.

Preferred:

Qualifications:

- ITIL Expert, MBA (Marketing / Customer Service focus).

Key Skills:

- Strong customer relationship management and communication skills.

- In-depth understanding of ITIL frameworks and service lifecycle processes.

- Proven ability to manage complex service operations and cross-functional teams.

- Analytical mindset with excellent problem-solving and reporting abilities.

- Ability to balance technical oversight with customer engagement and satisfaction focus.