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Operations Manager

Company Name:
Arca24.com
Salary period: Annual
Role
Reporting to the Service Centre Manager, you will already have a proven track record working in a technical service centre environment. Your responsibilities will include:
•Overall responsibility for the successful delivery of services, working to agreed SLAs
•Liase closely with key contacts to ensure excellent relations are established and maintained within your area of responsibility, both within Capgemini and client contacts
•Act as a point of escalation for operational issues escalated by Team Leaders and Capgemini service contacts
•Provide consistency across teams in the delivery of services ensuring Capgemini processes and procedures are implemented and adhered to
•Ensure that the services provided by the teams are continually revised, improved and evolved to meet new delivery methods, practices and business requirements
•Manage available resource levels and seek to improve utilisation whilst maintaining staff morale
•Develop, manage and maintain effective working relationships with all service contacts including:
à Capgemini Account Managers
à Capgemini Transition Managers
à Capgemini Service Delivery/Client Managers
à Key contacts within the client organisation
à Capgemini and client support teams
à 3rd Party support teams
•Provide a well structured and open working environment in which Team Leaders are service focussed, motivated and feel encouraged to take on new challenges, improve service delivery and develop their skills
•Conduct effective staff management of Team Leaders to ensure their development needs are met
•Be aware of the commercial arrangements for invoicing clients
•Communicate regularly and effectively with staff working on the respective client services to ensure they are kept informed of, and encouraged to be involved in all relevant client-related activities

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