Eastwood, QC - Operations Associate Manager - Service Desk

Eastwood, QC - Operations Associate Manager - Service Desk

• Bachelor’s Degree (any discipline) with 5-8 years of overall experience with primary experience in IT Infrastructure Management/ Support and in Enterprise Service Desk environment.
• ITIL (but not required) or an equivalent combination of education and experience 
• Technical certification in the IT field is a plus
• Knowledge of PC/Laptop/Mobile Devices/Printer hardware components, network troubleshooting and remote assistance tools
• Experience in working in an IT Service Desk environment where IT knowledge is utilized.
• Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days 
• No issues working in any location assigned by the company
• Good knowledge of ITSM processes.
• Experience with structured process improvement methodologies, including but not limited to Lean
• Strong business acumen and the ability to develop and deliver rigorous financial and/or analysis to quantify business case scenarios, options and risks
• Out of the box thinker to develop tools and processes for best utilization of resources.
• Ability to manage Internal and external clients; Strong conflict management skills.
• Ability to manage team of TLs and QAs
• Excellent skills on Excel/Quality Tools / Data Analysis /Analytical Skills / Reporting.
• Internal Quality Auditor in ISO 9000/ISO 20000/ISO 27000 preferable.
• Demonstrate excellent communication skills; ability to present ideas and solutions in a logical and articulate manner with the self-confidence to work with Senior Executives
• Ability to work within challenging environment with tight delivery timelines
• Self-motivated Team player 

Preferred:

• Familiarity with ITIL, Foundations certificate a plus
• Experience working in a customer-centric environment 
• Extensive experience of similar capacity
• Knowledgeable in navigation and or operation of MS OS, MAC OS, Chromium, iOS and Android

Roles and Responsibilities

• Manage functions
• Increase the effectiveness and efficiency of Support Services through improvements to each function (Recruitment, Training, Quality, Workforce, HR, IT, Finance) as well as coordination and communication between functions
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
• Drive initiatives in the management team and organizationally that contribute to long-term operational excellence
• Participate in the development and presentation of proposals for business development
• Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
• Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company.
• Provide excellent customer service and determine the needs of the client.
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
• Participate in the development and presentation of proposals for business development.
• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.
• Profit and Loss
• Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
• Manage and drive performance from the Group Team Leads, Team Leads and Associates in meeting SLAs and KPIs
• Manage program attrition
• Analyze performance trends and provide process improvements and resolution
• Collaborate with the Support groups in identifying gaps in the process and providing action plans and resolution
• Any other tasks assigned by the immediate reporting manager

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as an operations manager?

Have you worked in a call centre before?

How many years' experience do you have as a Service Desk Manager?

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise.

Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.

Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.

Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers’ business operations. The BPS includes Operations, BPM, and Consulting.

Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise.

Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.

Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.

Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers’ business operations. The BPS includes Operations, BPM, and Consulting.

Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.

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What can I earn as an Operations Manager

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