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

• Type of Job

  Full Time

• Work Location Type

  Work from Office