Director of Service Operations

Company : Whiteslips Global Services Private Limited

Job Type : Full Time

Bangalore, Bangalore (District); Bangalore (Division); Karnataka

Number of Applicants

:

000+

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Job Description - Director of Service Operations

Provide strategic direction and executive leadership over Service desk/operation.
Develop and implement strategic plans and activities to ensure overall operational, financial and growth objectives are met.
Lead process-improvement initiatives that deliver financial targets (CSI).
Ensure key performance metrics, including resolution rates, response times, and quality, utilization, and customer satisfaction measures are defined and achieved.
Set strategic vision to re-establish a positive, high-energy workplace culture creating a high level of employee trust and engagement.
Significant focus on retention/attrition.
Develop/implement/manage employee engagement initiatives to enhance workplace culture.
Contribute to the development of infrastructure, processes, and systems to increase the quality and efficiency of support to our clients and employees.
Interface effectively with key internal teams including operations, IT, Human Resources, Training, Finance and Quality.
Contribute to building employee and client focus throughout the organization.
Manage the hiring, development, retention, and performance of the IT SD Operations organization.
Perform other related duties as required
Interpret and ensure self and subordinates are in compliance with Company/client specific policies, procedures and initiatives, and all laws
Participate and represent Service desk during leadership/CIOs/other reviews and showcase trends/other improvement/progress.
Liaison with other technology functions/account managers to deliver the desired goals and ensure continuous service improvement