Senior Operations Manager

hace 1 semana


Heredia, Costa Rica Fujitsu A tiempo completo

The Senior Operations Manager has the capability to be a Single Point of Contact for one global account spanning multiple Service Desks or two or more medium-sized accounts. They manage Operation Managers as required and a team of Service Desk Team Managers, Service Desk Experts, Controllers, and Service Desk Agents. 

The role holder will ensure that required data is provided for account management and customer engagement in support of :

Incident management Change Management (Standard Changes / RfSs) Asset Management Service Level Management Service Improvement Management

The role holder is focused on ensuring development and operation of the Service Desk services to agreed Operational Service Levels within an agreed cost base and is accountable for the Quality and End Result of the assigned Service Desk operational activities in line with Company’s objective and goals. The role holder must be able to identify and develop new business opportunities.

The role holder will also work closely the Head of GDC and other key stakeholders within the Regions to meet the customer’s performance targets, monitor real-time performance and provide analysis of key performance and ensuring customer remains satisfied with the services.  He/She will deputise for the Head of GDC on occasions such as running monthly business reviews, service reviews with key customers, and other internal meetings involving the other Heads of GDC and/or Core Team. He/She will also manage multiple workloads and prioritize responsibilities to meet various timeframes and performance standards. Responsible and accountable for performance and personal development of Service Desk Team Managers and, potentially, Operations Managers as well.  Typical career path will be an equivalent Senior Operations Manager or Service Management role in another location (onshore or offshore), or Head of GDC.

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