[ref. s70271501] Operations Manager (IT BPO Service Desk)

The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction. The SDM ensures the highest level of operational service delivery while maintaining the financial margins of the project.

• Build a good relationship with key client staff.
• Successful service delivery through SLA achievement and high CSAP/OSAP scores.
• Monitor end-to-end performance of services
• Communicate effectively around issues and opportunities.
• Collaborate with senior management on client account management and growth.
• Ensure operations teams are aware and prepared of changes.
• Build service reports and sponsor service delivery meetings.
• Pull in additional resources when needed such as SME teams or people for specific issues / opportunities.
• Remove all obstacles to customer satisfaction and / or financial performance.
• Communicate across organizational boundaries from all levels.
• Looking out for client’s and CGI’s long-term interests
• Run service improvements if service delivery is not meeting client expectations.
• Work with the client and operations teams to proactively identify service improvement activities.
• Be accountable for and contribute to the overall performance of the project delivery.
• Follow best practices as defined in the CPMF.
• Create and maintain the project’s Financial Status Reporting with high quality.

Qualifications:

• Previous IT Support / IT Service Desk experience
• At least 10 years overall experience in a BPO / IT Service Desk environment with 3 years+ on a managerial role
• College graduate
• ITIL trained/certified
• Proficient in written and verbal communication in the English language
• Excellent people management skills & relationship building
• Solid analytical and problem-solving skills
• Good interpersonal skills (empathy, verbal dexterity, etc.)