Service Operation Manager (SOM)
Published on 10/10/2024
ARHS Group Part of Accenture
Working time
Type of contract
Spoken languages
Professional experience
You want to combine passion and IT expertise?
You are talented, motivated and ambitious? Then, we will be more than happy to meet you!
ARHS Group is looking for a Service Operation Manager (m/f), to join its team at the client.
The Service Operation Manager will lead a team of 140 members and play a crucial role in ensuring that operations run efficiently, timely, and in accordance with client expectations.
Your main responsibilities:
- Take overall responsibility for the daily operations, ensuring that services are delivered in alignment with contractual agreements and performance standards
- Lead and manage a team of 140, including overseeing staffing, performance management, and the professional development of team members
- Maintain consistent communication with project management, staff, and stakeholders to ensure seamless operational execution
- Ensure that all operational activities remain on track and are delivered on time, adhering to agreed SLAs and quality metrics
- Act as the primary point of contact for the customer for all operational support needs, fostering strong client relationships
- Implement strategies and processes to improve efficiency, scalability, and service quality across operations
- Track staffing requirements and manage the hiring process for the operations team, ensuring the chapter is adequately resourced at all times
- Ensure proper handling of incidents and problems to minimize service interruptions and resolve issues promptly
Your profile:
- Bachelor's degree in Information Technology, Computer Science, or related field preferred
- Experience: 8+ years of experience in IT service operations, with at least 3+ years in a leadership role managing large teams (100+ members)
- Familiarity with datacenter operations, public cloud infrastructure, and middleware platforms
- Understanding of cloud services and related technologies is essential
- Experience working in agile environments (preferably SAFe) and an understanding of vertical (service-oriented) and horizontal (function-oriented) team structures
- Proven ability to lead, motivate, and develop large teams, with a focus on delivering high-quality IT services
- Excellent verbal and written communication skills, capable of interfacing with both technical staff and senior management, as well as clients
- Experience in managing operations in large and complex projects
- Strong understanding of ITIL or similar frameworks for IT service management is a plus
- Fluency in English (written and spoken)
