Service Operations Manager

The Service Chain Operation Manager is responsible for the service operation of the entire service chain with respect to the task(s) assigned. In this role you provide your client(s) with stable services within the services chain, meeting quality and cost requirements, while driving operational excellence in accordance with the delivery agreement.

Required expertise

University graduate degree (at least bachelor) or proven functional qualification.

Extensive knowledge of multiple technologies used within our clients’ product portfolio.

Professional experience of 3-5 years with steering (quality, finance, performance) complex service chains.

Experience of functional steering of employees, also internationally and virtual teams.

Extensive knowledge of ITIL Service Processes and it’s tooling (ITIL Foundation certified).

Knowledge of IT contract law and manager complex SLA’s.

Knowledge of Financial Processes and steering.

Extensive knowledge of Process improvements.

Tasks & Responsibilities

Report and explain the performance of your service chains to the client.

Develop and implement service optimization measures within the service chain that includes steering of architects and remote management of near shore location(s).

Participates and approves solution design in bid phase including validation of contract amendments and contract-related changes.

Takes over the service chain from the transformation phase to the operating phase and controls the involved production units via the Operation Managers.

Plans, controls and is responsible for the delivery of the emd-to-end service in the required quality within his/her service chain (that includes configuration database, reporting etc. ).

Is responsible for maintaining the technical operational handbook and delivery agreement.

Advises and supports the Service Delivery Manager (SDM) with respect to commissioning and cost optimizing.

Plans and develops efficiency-increasing measures and improvements in coordination with the SDM and in close collaboration with the OPM and is responsible for their implementation in Production (Service Improvement Plan).

Advises in the existing business towards SDM and end client. (client facing meetings).

Creates cost and service transparency for the service chains towards Services (SDM) and Production.

Embodies the local presence and the SPOC for Production in the service chain towards SDM and end client.

Competences and skills

Excellent communicator with advanced presentation skills, as this is required towards clients, remote colleagues and senior management.

Influencing skills and motivates people.

The ability to influence business-critical decision without hierarchical power.

Result oriented, set goals to improve processes and results.

Competence to steer Service Chains (Financial and analytical skills) to adhere to Operational Excellence.

Balanced focus on client(s) and Financials.

Good interpersonal skills.

Able to translate the impact of technical issues on the client(s) business processes.