Service Operations Manager

1 week ago

Adelaide, South Australia beBeeService Full time $100,000 - $150,000

Job Title: Service Operations Manager

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About the Role:

"> We are seeking a skilled and experienced Service Operations Manager to lead our high-performing team in Adelaide or Auckland. This pivotal leadership role is responsible for overseeing the daily operations of our Service Desk, ensuring exceptional service delivery, operational efficiency, and continuous improvement in line with global standards.

Key Responsibilities:

"> Lead and manage a team of Service Desk representatives handling multi-channel customer interactions. Develop and implement operational plans, policies, and procedures to meet service level agreements (SLAs) and quality standards. Manage financial performance including budgeting, forecasting, and cost control. Drive resource and capacity planning to meet evolving business needs. Ensure seamless communication and collaboration with clients, account executives, and service delivery managers.

What We're Looking For:

"> 5–10 years' experience in Service Desk or Call Centre management. Proven ability to manage operational plans, budgets, and service delivery teams. Strong understanding of global and local Service Desk industry trends. Experience in managing client relationships and delivering continuous improvement initiatives.

Core Competencies:

"> Strong analytical, financial, and strategic planning skills. Excellent communication, negotiation, and relationship-building abilities. High level of commercial acumen and results orientation. Demonstrated leadership in managing diverse teams and driving performance. Ability to work independently and collaboratively in a fast-paced environment.

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