Service Ops Manager - IT Infrastructure (9-12 yrs) (Hexaconcepts)

The Client :

They are a MNC serving the combined industries of health information technology and clinical research. They are a provider of biopharmaceutical development and commercial outsourcing services, focused primarily on Phase I-IV clinical trials and associated laboratory and analytical services, including consulting services. They have a network of 60,000+ employees in more than 100 countries. They are a Fortune500 company and the world's largest contract research organization.

Position: Service Ops Manager

Location: Bangalore (Currently looking for candidates in Bangalore)

Experience: 10+yrs

Joining: Immediate to 30 days

Key Responsibilities:

a) Manage a team of 10-15 team members for Operations (9- 5) to start with, eventually scaling to 24- 7 within 3 months.

b) Have an end to end knowledge of how products are communicating with each other so that he/she is able to understand and contribute towards discussions involving larger stakeholders

c) Manage the team effectively to ensure consistent and high-quality levels of service within defined SLAs and KPIs

d) Communicate effectively with the APAC team for handing off the work and for escalation

e) Organize and monitor daily activities of the team to ensure optimal effectiveness and achieve quick resolution of issues

f) Prepare and manage Staff Rosters to ensure service is appropriately resourced and that staff working hours are fairly distributed across the team

g) Manage escalations to relevant resources, ensuring stakeholders are aware of any major risks, issues, or outages

h) Ensure knowledge management and change to any internal processes impacting Operations are maintained and kept updated

i) Monitor incoming alerts and requests ensuring they are dealt with in a timely manner and within SLA, recommending improvements where needed

j) Monitor and analyse productivity of staff and generate reports based on analysis

k) Act as mentor to first-line staff, including contributing to appraisals, development plans, and any disciplinary issues that arise

l) Actively participate in the recruitment process for new staff

m) Attend meetings and provide status reports to the management team

n) Review processes and suggest areas of improvement in terms of smooth running of team and lean unwanted wastage of time and resources

o) Drive continuous service improvement through activities such as developing knowledge base, help sheets, and FAQ lists for first-line staff, and coaching first-line staff to up skill them in appropriate areas

Key Requirements:

a) Minimum of 10 years of experience in Operations Management

b) Excellent spoken and written English and communication skills - maintaining a calm and professional manner especially when under pressure

c) Highly customer focused with excellent customer services skills

d) Excellent PL/SQL knowledge

e) Salesforce knowledge is an added advantage

f) Open for feedback and continuous change

g) Ability to encourage, motivate, and provide recognition

h) At least 3 years of experience supervising or managing resources in a global corporate environment

i) Must be energetic, proactive, positive, and able to make decisions within management guidelines

j) Proven team player with experience of working with colleagues spread across multiple global locations and dealing with time zone constraints

k) Expert knowledge of Microsoft business applications: Windows OS, Office, Exchange

l) Proficient with Excel

m) Ability to manage many critical tasks and projects while keeping an eye on the business priorities and resolving issues effectively and expediently

n) Experience working in an ITIL-driven environment with knowledge of ITIL principle and processes

o) IT and/or Microsoft qualification (MCSE, MVITP) will be beneficial but not a requirement

p) ITIL foundation-level Certification

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