SDG Operations Manager
Duties and Responsibilities
- Operational Management and Service Delivery Oversight
Oversee the daily operations of the FSS, Service Desk, and ASM teams.
Ensure compliance with client SLAs, KPIs, and contractual obligations.
Monitor ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality.
Drive operational stability and ensure the timely resolution of incidents and service requests.
Ensure effective coordination between operational units and support teams.
- Client and Escalation Management
Act as the primary escalation point for critical operational and client-related concerns.
Participate in client meetings, operational reviews, and business reviews.
Ensure proper communication and timely updates to clients during critical incidents.
Lead recovery actions for operational gaps, SLA risks, and client escalations.
Build and maintain strong professional relationships with clients and key stakeholders.
- Team Leadership and People Management
Lead Service Delivery Managers, Team Leads, ASMs, and operational support personnel.
Conduct coaching sessions, performance reviews, and operational alignment meetings.
Drive accountability and enforce operational standards and governance.
Identify staffing gaps, training needs, and succession planning opportunities.
Support employee engagement, retention, and team development initiatives.
- Performance Monitoring and Continuous Improvement
Analyze operational reports, workforce trends, SLA performance, and productivity metrics.
Identify process gaps and implement operational improvements.
Standardize operational procedures, documentation, and escalation processes.
Ensure adherence to internal policies, client processes, and compliance requirements.
Lead initiatives focused on operational optimization, automation, and efficiency.
- Workforce and Resource Management
Oversee manpower allocation, scheduling strategies, and operational coverage.
Ensure proper utilization of field engineers, Service Desk agents, and support teams.
Coordinate with Workforce and Reporting teams regarding staffing forecasts and performance analytics.
Monitor attendance, productivity, and operational compliance across all SDG teams.
- Reporting and Governance
Review and validate operational reports, incident reports, client updates, and performance dashboards.
Ensure accurate documentation of escalations, coaching logs, corrective actions, and operational findings.
Present operational updates, key findings, and recommendations to management as needed.
Support audit requirements and operational governance initiatives.
Bachelor’s degree in IT, Computer Engineering, Business Administration, Management, or related field.
At least 7 years of supervisory or managerial experience in operations or service delivery, preferably in an IT/BPO environment.
Extensive experience in Managed Services, Service Desk, Field Support, and Client Operations.
Strong knowledge of service delivery, SLA governance, client management, workforce management, escalations, and process improvement.
Strong leadership, communication, analytical, and people management skills.
ITIL and/or Six Sigma certification is an advantage but not required.