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Service Delivery Manager
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The primary objective of the EUC Operations Manager is to oversee the operational delivery of SD, EUC & Identity & Access management (IDAM) services. The individual responsible for this role will have complete accountability over all aspects of service delivery, including:
- Maintaining effective end-to-end service delivery, in line with Service Level Agreements (SLAs) and contractual commitments.
- Directly managing all resources dedicated to the account and leading all assigned personnel.
- Proactively monitoring quality and client satisfaction.
- Providing front-line leadership in crisis situations and effectively managing day-to-day escalations.
- Driving communication and escalation on major incidents.
Key Responsibilities:
- Maintain effective end-to-end service delivery.
- Directly manage all resources dedicated to the account.
- Proactively monitor quality and client satisfaction.
- Manage key risks/operational issues with the client.
We are seeking an experienced operations manager with a proven track record in cost performance, delivery, and client management. The ideal candidate should possess:
- A minimum of 5-10 years of experience within operations management.
- The ability to plan and manage operational processes for maximum efficiency and productivity.
- Strong problem-solving and analytical skills.
- Excellent communication and leadership skills.
The successful candidate will be part of a diverse collective of professionals. They will enjoy exposure to large-scale transformation, expertise depth, and opportunities for growth.
