Job Summary
Operations Manager ‿ Roles & Responsibilities
1. End to End Service Ownership
Own full lifecycle of service delivery including transition and BAU operations.
Act as single point of accountability for service performance across all in scope services.
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2. SLA / KPI Governance
Ensure contractual SLAs and KPIs are consistently met or exceeded.
Track, analyze, and report service metrics (availability, incidents, change, SR, PR, Knowledge Management success, etc.).
Drive corrective and preventive actions for SLA breaches.
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3. Customer & Stakeholder Management
Serve as customer facing representative for service delivery.
Conduct weekly, monthly, and quarterly governance meetings (Operational Review, MBR, QBR).
Proactively manage customer expectations, perceptions, and escalations.
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4. Incident, Problem & Change Management Oversight
Own Major Incident Management, including bridge coordination and RCA sign off.
Ensure effective problem management with root cause elimination.
Govern change management to ensure risk controlled, compliant changes.
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5. Team & Vendor Management
Lead multi vendor and cross functional delivery teams (infra, apps, security, network).
Ensure adequate staffing, skill coverage, and succession planning.
Act as escalation point for internal and external service partners.
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6. Continuous Improvement & Transformation
Identify service improvement opportunities through trend analysis and KPIs.
Drive automation, standardization, and process optimization initiatives.
Lead service transformation programs aligned to customer business outcomes.
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7. Risk, Compliance & Audit Readiness
Maintain risk register and mitigation plans.
Ensure compliance with ITIL, ISO, security, and audit requirements.
Support internal/external audits and control adherence.
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8. Reporting & Communication
Produce customer facing service reports, dashboards, and executive summaries.
Ensure accuracy, transparency, and action oriented reporting.
Present service insights to senior leadership and clients.
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