Service Operation Manager
Il y a 2 mois
We are seeking an experienced and dynamic Service Operation Manager (SOM) which is responsible for delivering IT services from
datacenter activities to public cloud middleware platforms.
You will lead a team of 140 members and play a crucial role in ensuring that operations run efficiently, timely, and in accordance with client expectations.
**Key Responsibilities**:
- Operational Leadership: Take overall responsibility for the daily operations, ensuring that services are delivered in alignment with contractual agreements and performance standards.
- Team Management: Lead and manage a team of 140, including overseeing staffing, performance management, and the professional development of team members.
- Coordination & Communication: Maintain consistent communication with the project management, staff, and stakeholders to ensure seamless operational execution.
- Service Delivery: Ensure that all operational activities remain on track and are delivered on time, adhering to agreed SLAs and quality metrics.
- Customer Support: Act as the primary point of contact for the customer ,for all operational support needs, fostering strong client relationships.
- Continuous Improvement: Implement strategies and processes to improve efficiency, scalability, and service quality across operations.
- Staffing & Resource Management: Track staffing requirements and manage the hiring process for the operations team, ensuring the chapter is adequately resourced at all times.
- Incident & Problem Management: Ensure proper handling of incidents and problems to minimize service interruptions and resolve issues promptly.
**Key Qualifications**:
- Experience: 8+ years of experience in IT service operations, with at least 3+ years in a leadership role managing large teams (100+ members).
- Technical Knowledge: Familiarity with datacenter operations, public cloud infrastructure, and middleware platforms. Understanding of cloud services and related technologies is essential.
- SAFe/Agile Expertise: Experience working in agile environments (preferably SAFe) and an understanding of vertical (service-oriented) and horizontal (function-oriented) team structures.
- Leadership Skills: Proven ability to lead, motivate, and develop large teams, with a focus on delivering high-quality IT services.
- Communication: Excellent verbal and written communication skills, capable of interfacing with both technical staff and senior management, as well as clients.
- Problem-Solving: Strong analytical skills to resolve complex issues quickly and efficiently.
- Customer-Focused: Ability to maintain and strengthen customer relationships, ensuring the highest level of satisfaction with the services provided.
- Education: Bachelor's degree in Information Technology, Computer Science, or related field preferred.
**Additional Skills**:
- Experience in managing operations in large, complex projects.
- Strong understanding of ITIL or similar frameworks for IT service management.
- Ability to handle high-pressure situations and drive swift resolution.
**Requirements**:
- Fluency in English (written and spoken) is required; proficiency in any other European language is a plus
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