Operations Head

Souvenier Giftos Pvt Ltd

Proactively monitor and drive service delivery to clients from the Operations Centre and/or Co

Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in the Operations Centre and/or Co

Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites

Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate

Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model

Run the managed services operations in alignment with the service management service operations

(SMS) process, delivering promised outcomes to our clients.

Provide operational support and continuous service improvement post client handover from TS (or other) teams

Plan and implement training and development initiatives for direct reports

Review training requirements for service operations teams

Engage with clients for technical operations as part of routine operations

Plan and implement key service improvement priorities based on a continual service improvement approach

Feed continual service improvement priorities into the automation team

Lead the team in the implementation of strategic initiatives

Measure, analyse and improve team's delivery capabilities

Measure, analyse and improve team's delivery capabilities

Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved

Responsible for the day to day running of the Operations Centre and or Cot in line with the performance established by the business

Ensure maximum uptime and the accurate and early response to client operational issues.

Experience : 2 - 3 Years

No. of Openings : 1

Education : Higher Secondary, Any Bachelor Degree

Role : Operations Head

Industry Type : Transportation / Logistic / Shipping / Marine / Courier / Freight / Cargo

Gender : Male

Job Country : India