Service Delivery Group Operations Manager  

Operational Management & Service Delivery Oversight

• Oversee daily operations of FSS, Service Desk, and ASM teams.
• Ensure compliance with client SLAs, KPIs, and contractual obligations.

Monitor:

• Ticket aging
• Dispatch efficiency
• Escalations
• Workforce productivity
• Service quality
• Drive operational stability and timely resolution of incidents and service requests.
• Coordinate activities between operational units and support teams.

Client & Escalation Management

• Serve as the primary escalation point for critical operational and client concerns.
• Participate in client meetings, operational reviews, and business reviews.
• Ensure timely communication and updates during critical incidents.
• Lead recovery actions for SLA risks, operational issues, and client escalations.
• Build and maintain strong client and stakeholder relationships.

Team Leadership & People Management

• Lead Service Delivery Managers, Team Leads, ASMs, and support personnel.
• Conduct coaching sessions, performance discussions, and alignment meetings.
• Promote accountability and adherence to operational standards.
• Identify staffing gaps, training requirements, and succession plans.
• Support employee engagement, retention, and career development initiatives.

Performance Monitoring & Continuous Improvement

• Analyze operational reports, SLA performance, workforce trends, and productivity metrics.
• Identify process gaps and implement improvement initiatives.
• Standardize operational procedures, documentation, and escalation processes.
• Ensure compliance with company policies and client requirements.
• Drive automation, optimization, and efficiency programs.

Workforce & Resource Management

• Manage manpower allocation, scheduling, and operational coverage.
• Ensure effective utilization of field engineers, service desk agents, and support teams.
• Collaborate with Workforce and Reporting teams on staffing forecasts and analytics.
• Monitor attendance, productivity, and operational compliance.

Reporting & Governance

Review and validate:

• Operational reports
• Incident reports
• Client updates
• Performance dashboards
• Ensure proper documentation of escalations, coaching logs, and corrective actions.
• Present operational updates and recommendations to management.
• Support audit requirements and governance initiatives.

Key Objective

Ensure efficient service delivery operations, client satisfaction, SLA compliance, workforce productivity, and continuous operational improvement across all Service Delivery Group (SDG) functions.

Educational Requirement

• Bachelor's Degree in Information Technology, Computer Engineering, Business Administration, Management, or any related field.
• Six Sigma and/or ITIL Certified

Experience Requirements

• Managed Services Operations
• Service Desk Operations
• Field Support Services
• Client Operations within an IT Services environment