Service Operations Manager

Provides leadership and oversight to the Business Operations group. Drives business productivity, efficiency and operations through innovation and targeted process improvement. Leverages technology solutions, system enhancements and process reengineering to streamline and improve operational efficiency. Develops and applies data-driven metrics to evaluate operational effectiveness at the business, regional and ground level. Provides function-specific and / or cross-functional support to enhance business operations effectiveness and efficiency.

Responsibilities

• Oversees the activities of an assigned Business Operations team or team members.
• Manages activity on small- to mid-sized projects with limited to moderate complexity.
• Engages with business leaders and stakeholders to ensure a mutual understanding of process complexities, workflows, analytical protocol and analyses / improvement project phases.
• Ensures effective and timely communication of progress, status, milestone achievement, challenges and changes.
• Represents the team on process and / or solution projects, ensuring effective planning and input, analytical tool / method selection and application and cross-functional / cross-team communication.
• Guides the team in the selection of process and business improvement strategies and recommendations.
• Owns and / or provides input and recommendations on business process improvement initiatives and methods.
• Conducts post-project reviews to ensure achievement of business objectives.

Qualifications

Bachelor's Degree

Experienced in managing Command Center operations in technology service companies, with strong analytical skills focused on monitoring and interpreting operational KPIs.

Proven ability to lead and implement continuous improvement projects that enhance performance and efficiency.

Background in team leadership

Fluent business English skills (Written and spoken).