IT Service and Operations Manager

**Position Summary**

We are seeking for a Services and Operation Manager whose primary objective is to align with the business and collaboratively design, deliver, manage and improve the way businesses use information technology (IT) services. It is to ensure Operational Excellence and drive Service Quality and improve service levels to BT/PL teams across Application and Infrastructure Services. He/She will perform as Change Agent and responsible for communication and track/support delivery performance. Provide timely service updates to Senior Management Leadership Teams and support the TS Engagement (TSEs) to drive actionable Service Improvement Plans with BT/PL and TS Service Owners, escalation managements, vendor management, review process gaps and remediation effort, schedules and risk plan, and to influence the maturity of JJTS platforms and services.

The individual will have the following responsibilities:

- Lead the deliver organizations to deliver SLA requirements in a timely and cost-effective manner and identify and recommend optimization whilst managing delivery scope and resources.
- Actively participate in and drive key Customer Satisfaction initiatives, such as creating and managing a Service Delivery Scorecard.
- Function as a customer contact, responsible for the delivery of all in-scope services and ensure performance goals are met
- Develop and nurture an excellent Customer/Vendor relationship to achieve best-in-class customer satisfaction and be the Service communication focal point for the customer and all delivery organizations.
- Manage Business and Business Technology Leaders (BTLs) escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled
- Ensure escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change
- Reduce escalation volume by leading improvements plans - monitoring and developing dashboards to proactively monitor trends and business/BTLs escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity
- Identify/facilitate the identification of areas for process improvements to ensure the continual suitability, adequacy and effectiveness of the processes
- Extended partner for TS Service Lifecycle Management (SLiM) team to implement and deliver concepts of Service Maturity and initiatives from Customer Centricity program to ensure all TS services are delivered consistently with quality and customer experience in mind
- Manage relevant stakeholders within the market, businesses, function, including timely reporting.
- Build and sustain effective communications with all stakeholders in the company to achieve maximum client satisfaction
- Manage programs to support the financial management activities for managed capabilities and support the TS Engagement Teams through productivity drives.

**Major Duties & Responsibilities**
- Work with peer TSE Managers to drive commonality of operational metrics, governance & strategy for TS engagement & partnering with Business Technology.
- Point of partnership with Business Technology leaders and the Product Manager role in shaping technology strategy to establish reliable technology and solutions to achieve efficient & effective delivery of business & customer value.
- Ensure TS work product meets stated business needs and achieves desired outcomes.
- Provide stable team support and point of escalation across all stages of the solution lifecycle to optimize value.
- Coordinate with regional leaders to represent accurate global view.

**Qualifications** Required Minimum Education**: Bachelor’s degree in the field of Information Technology, Computer Science, Business or related field.

**Required Years of Related Experience**:
**Business Experience**: Minimum of 15 years of Operational Excellence

**Technical Experience**:7-10 years of relevant Information Technology leadership experience

**Required Knowledge, Skills and Abilities**:

- Strong command of the **Agile methodology** and provide guidance and be a point of escalation for scrum masters on his/her team. Building a strong network of senior leaders and collaboration across the enterprise will be important to the success in this role.
- Strong understanding of Service Delivery Models and Frameworks
- Knowledge of common support center metrics and ability to manage teams to key performance indicators
- Strong leadership skills and proven ability to collaborate with different audiences representing various** ITIL/ITSM disciplines**:

- Excellent verbal and written communication skills, including the ability to effectively communicate complex and technical issues to a diverse audience with clarity and conciseness. Strong presentation, facilitation and communication skills and the ability to influence w