Operations Manager (PMP)

a. Service Delivery Management:

1. Define and implement service delivery processes, procedures, and standards to meet client/customer expectations and service level agreements (SLAs).

2. Monitor service performance against SLAs, identify areas for improvement, and implement corrective actions as needed.

3. Responsible for ensuring high levels of customer satisfaction and retention through effective relationship management and service delivery strategies.

4. Act as the primary point of contact for client/customer escalations and inquiries related to service delivery.

5. Develop and maintain strong relationships with clients/customers to understand their needs and ensure their satisfaction.

6. Lead service review meetings with clients/customers to discuss performance, issues, and improvement opportunities.

7. Collaborate with internal teams (e.g., sales, account management, technical support) to ensure coordinated and effective service delivery.

b. Operations Management:

1. Oversee day-to-day operational activities to ensure smooth functioning of various departments (e.g., customer support, logistics, facilities).

2. Develop and implement operational strategies and initiatives to enhance efficiency, productivity, and cost-effectiveness.

3. Monitor key operational metrics and KPIs to assess performance and identify areas for improvement.

4. Optimize resource allocation and utilization across departments to meet business objectives.

5. Ensure compliance with organizational policies, procedures, and quality standards.

6. Identify operational challenges and develop solutions to enhance operational effectiveness and customer satisfaction.

7. Manage vendor relationships and contracts to support operational needs.

c. Team Leadership and Development:

1. Build and oversee a team comprising service delivery, operations, customer success and R&D personnel, guiding, training, and managing their performance while also assuming responsibility for their development and mentorship.

2. Foster a positive and collaborative work environment that encourages teamwork, innovation, and continuous improvement.

3. Promote professional development and skill enhancement among team members.

d. Other duties and responsibilities

1. Environment, Legal, Health and Safety Responsibilities

a. Takes care of their own safety and that of others.

b. Complies with environment, legal, health and safety procedures and instructions.

2. Worker Consultation and Participation

a. Participates during consultation on the organization’s strategy and policy making;

b. Develops a counseling approach to health and safety inspections;

c. Assists in determining the Company’s fulfillment of the legal and other requirements; and

d. Participates in various employee engagement programs of the Company as a committee member or as a participant.

• Bachelor's degree in business administration, operations management, or a related field; advanced degree preferred.

• Proven experience (5+ years) in service delivery management and operations management roles.

• A proven track record of delivering successful customer and internal innovation projects

• Strong understanding of service management principles and best practices.

• Experience in managing cross-functional teams and collaborating with internal and external stakeholders.

• Proficiency in using project management tools and software (e.g., Microsoft Project, Asana, Trello). Preferred qualifications

• Project Management Professional (PMP) certification or equivalent.

• Experience in a client-facing role with a focus on service delivery and customer satisfaction. • Knowledge of industry-specific regulations and standards relevant to service delivery and