Service & Operations Manager

Key Responsibilities:

• Oversee the design and development of Service and Operations support solutions, ensuring they meet the organization's requirements and industry best practices.
• Monitor performance and act accordingly to reach assigned KPI targets.
• Work closely with business stakeholders to understand their needs and ensure the Service and Operations support solutions meet their requirements.
• Collaborate with cross-functional teams to integrate solutions with other enterprise systems.
• Stay up to date with the latest Service and Operations support solutions and industry trends to ensure our solutions remain cutting-edge.
• Provide guidance and coaching to team members, helping them develop their skills and achieve their career goals.
• Providing best-in-class and latest tailored innovation / clouds release expertise to clients
• Participate to RFP, RFI, RFQ and help on pitching and presales activities.
• Participate to customer management activities, optimize client operating capabilities, and help ensure excellent customer satisfaction.
• Identifies and highlights clients, projects, or business risks and provides mitigation plans.
• Creates and maintains highly motivating work environment and effectively manages individuals’ performances.

Professional Skills:

• Excellent organizational skills and attention to detail.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
• Fluency in English, good practice of German and/or French a plus.
• Structured and analytical problem solving and solution identifying in complex environments.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Ability to multi-task and use good business judgement.
• Eagerness to learn and adapt to new technologies and processes.
• Strong customer service orientation.
• Ability to interact with C-Level executive.

Experience:

• Professional experience in team management.
• Proven track record in analysing operations, enhancing performance, and optimizing processes.
• Experience working in a global and complex environment.
• Experienced in ITIL (Foundation certification minimum), well-versed in several methods and can apply and sustainably implement the methods in an advisory capacity.
• Experience in pre-sales activities.
• Proven effective leadership and analytical skills.
• Experience with JIRA/Confluence and ServiceNow tools.