Lead, manage and hold accountable the service team, fostering accountability, innovation, and collaboration.
Build and optimize service operations processes to enhance service delivery.
Facilitate weekly service team and daily stand-up meetings, ensuring clear communication and actionable follow-ups.
Develop project plans, assign resources and provide regular project status updates and efficiently manage resource allocation across the service pipeline.
Handle change orders and direct service change requests, ensuring seamless execution.
Ownership of documentation structure, SOP quality and adherence.
Ensure adherence to service desk processes in line with company policies.
Monitor and achieve service level objectives across all service incidents and requests.
Maintain regular communication with key third-party vendors, ensuring alignment with service objectives.
Conduct technology alignment reviews, providing insightful recommendations.

Excellent English communication skills
Strong technical background within Microsoft 365 and Azure Ecosystem
Proven leadership in service delivery management
Excellent communication and team management skills
Knowledge of current technology trends
Minimum of 5+ years working in IT MSP or similar IT Service Desk team
Minimum of 5+ years as Infrastructure IT Engineer (T2 or T3) or Team Lead
Minimum of 3+ years in IT Project Management
1 or more of the following certifications or similar ITIL CAPM PMP Project + M365 or Azure Fundamentals

Service Operations Manager

Key skills