EMPREGO
Spring Professional

Operations Manager

Spring Professional-Vitoria-Gasteiz, Spain

Our client, an international IT Company, is looking for an Operations Manager for the TRG team in Vitoria.

What?

  • Closely fellow the day-to-day service delivery for the customer, acts as a contact for escalations or problem solving related to the service or/and the team.
  • Manage SLA and KPIs for delivered services. Responsible for compliance with Service Level Agreements.
  • Create content accurate service reports and management reports. Use all CC tools that are relevant for your role.
  • Define and implement service process adjustments in the incident, change, problem and escalation process in close cooperation with Service/Delivery Management.
  • Own service review meetings with service management and the customer or ensures regular participation in these meetings.
  • Ensure customer satisfaction through effective communication. You will be responsible for tracking all agreements made with Service/Delivery Management and/or customer.
  • Support assigned operation coordinators in establishing and defining best practices. Drive team members development activities.
  • Develop, document and introduce service agreements with the customer.
  • Identify business opportunities with Service/Delivery Management and the customer.
  • Support that all billing and invoicing is done on time based and material.
  • This position reports to the GOF Director Delivery.

How?

  • Deliver service through a high performing team.
  • Leadership and performance management of all direct reports.
  • Ensure service obligations are met (evidence by hitting SLA targets and good customer feedback).
  • Ensure that efficiency and productivity targets are met.
  • Ensure that performance statistics and reporting is provided to the customer.
  • Ensure and act on an agreed escalation process for service issues.
  • Attend regular service reviews held with customers and build strong productive working relationships with them.
  • Ensure that service quality measurement is in place.
  • Ensure that a continual improvement process is in operation.
  • Ensure the promotion of sharing resource and knowledge.
  • Effective P&L management - evidenced by achievement or exceeding plans and accurate forecasting.
  • Support service and account principal in renewals and extensions management.

Who?

  • You are fluent in Spanish and English (German is a plus).
  • You show passion for service delivery in a modern industrial environment.
  • You have proven work experience in Service Delivery in an international organization.
  • You manage and inspire the customer with your proven work experience.
  • You have in-depth knowledge of performance metrics (SLA, OLA, etc.).
  • You communicate open, transparent “on eye-level” and show a servant leader attitude.
  • You demonstrate decision-making skills in an ever-changing environment.
  • You are the lighthouse for your team and the customer.
  • You have excellent administrative skills and ability to analyses data and produce data driven actions.
  • You are willing to occasionally travel within EMEA.

Skills & Behaviours

  • Good verbal and written communication skills.
  • Good influencing skills.
  • Ability to work under pressure / in a pressurised environment.
  • Excellent decision making / problem solving skills.
  • Professional approach.

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