Service Operations Manager Cluj-Napoca

Service Operations Manager
Cluj-Napoca
Cluj-Napoca, Cluj County, Romania

Job Description

As a Service Operations Manager you will Key be monitoring service levels, managing customer relationships, optimizing operational workflows, and implementing strategies for continuous improvement.

• Oversees and manages the daily tasks of the Operations team to deliver the service(s)
• Ensures that services are delivered to agreed SLA and KPIs
• Ensures that operational service descriptions / activities are kept up to date, fit for purpose and signed off for new opportunities 
• Point of escalation for MI process for defined service area, acting as MIM when required.
• Ensures operational quality, compliance and regulatory standards are met
• Ensuring the cost of delivering a service is in line with the cost model focusing on delivering any annual efficiency savings built into the model
• Ensures the operational team is ready to support new services in line with the service acceptance criteria, approving acceptance of the service into support, collaborating with Project Manager/implementation team and Solutions Architect as required.
• Identifies and sponsors the implementation of service improvements to improve operational efficiency/drive down the cost of delivery
• Act as point of contact for Service Delivery, ensuring clear and consistent communication regarding service performance and issue resolution.
• Collaborate and work closely with the service delivery team to ensure service improvements align with, and support, individual clients CSI  Plans.  
• Manage small BAU initiatives related to Patch Compliance, Service Improvements and Audits

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in IT operations management, with a focus on infrastructure, cloud, and network services.
• High Level understanding of IT infrastructure, cloud computing, and network management.
• Experience in managing major incidents with demonstrable understanding of both business and service impact in a global organization
• Excellent verbal and written communication skills, with the ability to interact effectively with senior stakeholders.
• Proven leadership skills with the ability to manage and motivate operational teams.
• Strong analytical and
  - solving abilities.
• Relevant certifications (e. g. , ITIL, PMP, Azure) are a plus.

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package, share plan, company performance bonuses,
  - based recognition awards, referral bonus;   
• Career Development: Career coaching, global career opportunities,
  - linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions,
  -
  - on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.