Duties and Responsibilities
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
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