Senior Operations Manager - Service Desk

• 4 to 5 years as an operations manager with experience in handling helpdesk / service desk operations
• 6 years minimum BPO/BPM experience
• Must have managerial leadership experience already
• Amenable to work onsite in BGC
• Amenable to work in shifting schedules
• Able to start ASAP
• Preference to ITIL certified candidates
• Strong requirement for service desk background.

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 24 Leaves Annually

Responsibilities:

• Develops plans, identifies people, coordinates infra and technology requirements with the transition team for the specific process (es) in order to deliver on target delivery model.
• Provide resources to the transition team to finalize the process definition & documentation, signs off for the specific process (es) within his/her purview in order to finalize the To-Be process.
• Provides inputs from an operations perspective to the SOW in order to complete the contractual process.
• Provides inputs on the training/ certification methodology to the transition team in order to ensure right skilling on engagement.
• Plans and monitors the resource deployment (Team Size, Span, Shift Utilization, Skill sets, technology rollout) and ongoing monitoring for his specific process (es) in order to ensure budget & pricing assumptions compliance.