Services Operations Manager
Telecommunications
Total years of experience :2 years, 4 Months
Manage and Lead teams responsible for all areas of Service Management and Operations including Governance, SLA Reporting, Capacity & Forecasting Management, Incident, Problem & Change Management, Billing & Continuous Service Improvement activities
• Escalation point for all areas of Service Operations
• Delegate work with clear instruction, identify skill gaps and growth potential of team members
• Prioritize and plan teams and own tasks to ensure completion within set deadlines
• Delivery of Monthly Governance, together with a variety of customized reporting packages shared with multiple touch points
• Own & Develop Service Improvement Plans
• Partner with sales in identifying new business opportunities
• Team coaching, mentoring, individual appraisal, setting objectives and development plans
Key achievements:
• Transitioned Smiths from standard retail model into LCM environment, building a ‘Lite’ team - Supporting $160M TCV
• Achieving CSAT response rates of 4.5/5 aggregate and playing a key role in the recast/renewal of the extended 6 year contract
• Design, Implementation and continuous improvement of customized monthly Governance, Service Reporting, and a variety of specialized SLA reporting packages
• Managing Service Improvement activities and identify causes to move account satisfaction status to Green, including activities to reduce contractual SLA payments
• Reducing Mean Time to Repair (MTTR) of complex faults by implementing customized operational support model, Identifying gaps with the customers Global Service desks and implement new processes to achieve 99%>