Position Overview: We are seeking a highly skilled and proactive Operations Manager to join our Managed Services team. The Operations Manager will play a pivotal role in ensuring the seamless delivery of services to our clients while driving operational excellence and efficiency across the organization. This individual will be responsible for overseeing various aspects of team management, resource allocation, process optimization, and client relationship management.
Key Responsibilities:
- Team Leadership and Management:
- Keep Team Leads on track by conducting multiple meetings weekly, ensuring alignment with organizational goals and objectives.
- Define and manage team skill requirements and identify skill gaps, collaborating with offshore executives to invest in skill improvements.
- Assist Team Leads in creating and adhering to Standard Operating Procedures (SOPs) to streamline processes and enhance efficiency.
- Client Relationship Management:
- Serve as the primary escalation point for client relationship management, ensuring timely resolution of issues and maintaining high levels of client satisfaction.
- Collaborate with Team Leads to manage major Root Cause Analyses (RCAs), identifying and addressing underlying issues to prevent recurrence.
- Operational Excellence:
- Run internal SOC2 audits in collaboration with 3Cloud's compliance team, ensuring adherence to industry standards and best practices.
- Manage operational Key Performance Indicator (KPI) metrics for the entire offshore team, providing regular reports to 3Cloud management on a weekly and monthly basis.
- Assist 3Cloud management with resource forecasting and cost management to optimize resource allocation and drive cost-efficiency.
- Offshore Operations:
- Address all offshore reporting needs, ensuring accurate and timely reporting to support decision-making and strategic planning.
- Work with Team Leads to manage the operational aspects of the offshore team, fostering a culture of accountability and continuous improvement.
Qualifications:
- Bachelor's degree in Business Administration, Computer Science, or related field; Master's degree preferred.
- Proven experience in operations management within the managed services industry, with a focus on cloud technologies.
- Strong leadership and team management skills, with the ability to motivate and inspire teams to achieve excellence.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.
- Solid understanding of industry standards and best practices, such as SOC2 compliance and ITIL framework.
- Analytical mindset with the ability to interpret data and metrics to drive informed decision-making.
- Proven ability to manage complex projects and initiatives within tight timelines and budgets.
Full-time employment
📌 Remote in Philippines
