Service Operations Manager

**About Proximus Luxembourg**
Proximus Luxembourg is a leading historical player in the ICT & Telecoms markets. Proximus Luxembourg addresses both residential and business markets through its commercial brands Tango, Telindus and more recently Codit.

With PSF support status, the company has almost 750 employees. All these experts share a passion for digital technology, a spirit of openness and innovation, and a desire to simplify, connect and make their customers' personal and professional activities ever more secure.

Proximus Luxembourg is actively contributing to the acceleration of Luxembourg's digitalisation and its economic influence through the development of connectivity, resilient infrastructures and 5G, as well as innovative technologies such as Blockchain, Artificial Intelligence, Machine Learning and IoT.

Proximus Luxembourg is a subsidiary of the Proximus group (Euronext Brussels: PROX), provider of digital services and communication solutions operating in the Belgian and international markets.

**Telindus Luxembourg - Share more than technologies**

Telindus is a brand of Proximus Luxembourg.

Founded in 1979, Telindus Luxembourg accompanies all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored support services. Its areas of expertise include Telecommunication Services, ICT Infrastructure, Multi-Cloud, Digital Finance Solutions, Cybersecurity, Business Applications, Managed Services and Training.

**Job Content**:
The Service Operations Manager manages overall operations and is responsible for the effective and successful management of the work, productivity and quality as established and set for the Operations team ensuring efficient operations. He will manage the BAU activities, whilst developing IT processes and developing the organisations’ Service Operations. He is service oriented striving in delivering exceptional customer service and having an impact on creating a positive team.

The Service Operations Manager is service oriented striving in delivering exceptional customer service. He is responsible for both efficient day-to-day operations and thought leadership on strategy that optimize the support model. He provides customer and staff with global technical support and is responsible for managing daily technical operations while ensuring overall efficiency. The Service Operations Manager oversees the work of the staff, providing guidance, supervision, and discipline as needed whilst developing IT processes and developing the organisations’ Service Operations. He is expected to collect and analyse metrics, provide reports regularly, and routinely assess the efficiency, effectiveness, and technical proficiency of the support team.

In his role, he is also responsible for the implementation of effective and efficient activities to deliver projects in accordance with project scope and operational constrains. He provides support services to the project managers by coordinating the project implementation. The Service Operations Manager defines and ensures all project related operational documents, (operational readiness, change management, implementation approach, deliverables and acceptance testing criteria).

**Duties and responsibilities**
- Overall responsibility for the Operations
- Coordinate the implementation of IT projects and maintain Operational readiness
- Maintain constant communication with management and staff to ensure proper projects implementation and operations
- Develop, implement, and maintain quality assurance protocols
- Grow the efficiency of existing Service Management processes and procedures to enhance and sustain the Ops team capacity
- Actively pursue strategic and operational objectives and Ensure operational activities remain on time
- Manage ongoing technical incidents, requests, problems and changes and act as a point of escalation
- Track staffing requirements, hiring new employees as needed
- Lead and manage Operational service management processes and metrics, such as Incident, Request, Problem, Change,
- Release, Configuration, etc.
- Lead and manage the capacity management and life cycle management
- Central point of contact for the customer for their Operational support needs
- Lead and manage Operational SLA and performance (Incident, Request, Problem, Change)
- Lead and manage system outages and Ensure quick and efficient support
- Analyse project implementation metrics, activities and team Capacity
- Produce and present status reports
- Accountable to maintain the infrastructure secure, compliant, robust, reliable, scalable and efficient
- Plan and implement upgrades needed to maintain service levels.
- Ensure that systems, processes and methodologies are implemented
- Accountable to improve, tune and expand all systems as growth demands.
- Lead the Operational process of implementing project scopes, system designs, business and technology analysis, system development,