Ops Manager

Role & responsibilities

• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• Provide regular feedback based on the periodic performance review.
• Motivate team through timely rewards & recognition.
• Mentor and coach team and staff.
• Ensure staff compliance with company policies and measures.
• Knowledge on Service management concepts namely Tools and technique.
• Ability to maintain high confidentiality with sensitive information and data and display integrity.
• Experience in effectively interacting with employees or leadership team from internal or client organization.
• Proactively manages risk and maintains proper documentation.
• Ability to adapt quickly to changing priorities and conditions
• Should be able to lead from front with no/minimum guidance

• Experience – Minimum 12 years with minimum 5 years years in an Ops. Manager role.
• Education – Preferably PG / minimum Graduation in any discipline.
• Certification – ITIL & Six Sigma Certified
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• The ability to manage time effectively while setting the tone of the team through modeling and leadership.
• Proven abilities to work with data, analyze and draw inferences from the data available
• Ability to articulate effectively while reporting, creating minutes and action plans

Preferred candidate profile

Perks and benefits