On behalf of one of the largest IT and telecommunication companies, we are looking for an experienced Operations Manager with solid IT background.
As an IT Operations Manager, you will be responsible for managing the Service Operations Department of 50 people. - Managing incidents through to successful resolution - Keep customers informed during the management of incidents or request - Act as a focal point for Service, Account and Project Management teams - Attend the occasional customer face to face meeting - Ensure compliance to end-to-end process. - Effectively escalate customer requirements in line with service assurance processes - Actively cooperate with service improvement plans (generally, but not exclusively, driven by SRM) - Undertake other activities to support Service Desk Line Managers - Actively pursues and maintains product knowledge and secures conversancy with changes in process - Conduct the role using Quality tools and techniques – to minimise the cost of failure, improve efficiency and provide right first time quality solutions - To provide and collate as necessary raw data for Root Cause Analysis for Serious Escalations
- Experience as Operations Manager within IT is a must - Excellent customer care skills - Excellent skills in delivering customer experience - Very experienced in Customer complaint Handling - Very experienced in Escalation management - ITIL foundation v3 accredited - Fluent English knowledge - Highly motivated, customer focused individual with business mindset - Excellent stakeholder management skills
- Opportunity to join an acknowledged company - Competitive compensation package - International and multicultural professional environment
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