Operations Manager

Service Delivery

Participates in capability presentations, requirements gathering, and proposal preparations for any RFI / RFP / RFQs.

Develops required KPIs of project and/or resources and ensure that those KPIs are consistently met and reported to the client.

Owns coordination of technical activities with own engineering teams and client teams

Owns technical (solution) implementation and technical delivery: quality, utilization, resource assignments

Develop scope and budget for delivery projects

Passionately deliver client milestones and SLAs be it support / maintenance programs or development work

Oversee daily activities of delivery team and provide direction and guidance as needed

Support technical interfaces and design activities for customers in conjunction with Project Manager from the regional delivery team

Drives process consistency and excellence in delivery across projects and accounts.

Responsible for conducting Delivery reviews, identify opportunities for continuous improvement and own client CSAT and NPS scores

Develop process improvements to achieve cost effectiveness and time saving

Support and engagement of resources or project team

Ensure that team maintains high level of competence and operational excellence

Evaluate the performance of team members and determine training needs

Engage resources and manage employee transitions and attrition

Business Growth and Relationship

Build and promote strong, long-lasting customer relationships by partnering with them and understanding their stated and unstated needs

Identify business growth opportunities (aka farming), in accounts where delivery is ongoing. Help manage the expansion of business and conversion from usual staffing to a more value-adding service.

Work closely with regional sales teams and account teams for organic growth