Group Operations Manager

Job Summary Service Owner • Preferred experience in global managed IT services, manufacturing, automotive, engineering, logistics, or another distributed enterprise environment.\\\\r\\\\n• Exposure to Digital Employee Experience, endpoint analytics, virtual agents, GenAI, proactive support, and service automation is preferred.\\\\r\\\\n• Preferred profile: customer-focused, commercially aware, data-driven, and able to balance user experience, service stability, security, cost, and continuous improvement. Key Responsibilities • Own the service strategy, scope, roadmap, lifecycle, service catalogue, operating model, and agreed business outcomes. • Act as the single point of accountability for customer commitments, service performance, material risks, escalations, and improvement priorities. • Define and govern SLAs, KPIs, experience measures, reporting, service reviews, and corrective actions, including CSAT, First Contact Resolution, response times, backlog, quality, and ticket-volume trends. • Ensure effective delivery across phone, chat, email, self-service, chatbot, and remote-support channels, with consistent multilingual and global coverage where applicable. • Hold operational teams, resolver groups, and suppliers accountable for stable delivery, effective handoffs, end-to-end ticket ownership, and timely escalation. • Own the Continual Service Improvement roadmap, including shift-left, knowledge management, self-service, automation, AI-enabled support, proactive remediation, and avoidable-demand reduction. • Own the service financial baseline, budget, forecast, run costs, productivity commitments, business cases, and commercial change requests. • Maintain oversight of service risks, security, privacy, audit, resilience, lifecycle, and vulnerability requirements, ensuring clear mitigation plans and ownership. • Approve service readiness for new or changed capabilities, ensuring operational acceptance, knowledge transfer, training, capacity, support models, reporting, and hypercare are in place. • Work closely with customer stakeholders, Service Operations, Service Level Management, Digital Workplace, technical teams, architects, process owners, finance, commercial teams, and third-party suppliers. Skill Requirements • Strong experience in IT Service Management, Service Desk/Remote Support, or comparable managed services. • Proven ownership or governance of an enterprise-scale service with customer, operational, financial, supplier, and risk responsibilities. • Strong knowledge of ITIL practices, including incident, request, problem, change, knowledge, service level, supplier, and continual improvement management. • Experience in global, multilingual, multichannel, and multi-vendor or SIAM environments. • Practical understanding of Service Desk operations, workforce and capacity management, quality assurance, knowledge-led support, self-service, automation, and shift-left. • Experience with ITSM platforms such as ServiceNow and with service-performance dashboards, reporting, and trend analysis. • Strong financial and commercial acumen covering budgets, forecasts, unit costs, productivity, business cases, and scope changes. • Excellent customer management, communication, decision-making, negotiation, and senior stakeholder influencing skills. • Ability to lead through governance, challenge constructively, manage escalations, and translate data into clear actions and outcomes. Must Have Skill Service Delivery Management Good to Have Skill Other Requirements • Bachelor’s degree in Information Technology, Business Administration, Engineering, or equivalent practical experience. • ITIL 4 Foundation. • Typically 8+ years of relevant IT service delivery experience, including 3+ years in a service management, or comparable customer-account role. • Professional fluency in English. Additional languages are an advantage in a global support environment. • Ability to support critical escalations outside standard business hours and travel occasionally for customer or delivery-centre governance.