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Iasi

Service Operations Manager

Internal IT
 
 

Responsibilities

Service Operations Manager is a key role within Internal Tech at Endava, whose primary responsibility is the day-to-day management of technical support delivery teams.

The Service Operations Manager is responsible for the operational quality, compliance, and regulatory standards that need to be met within the technical support delivery and management, which includes managing teams of support engineers against operational KPI’s and ongoing service improvements. 

The Service Operations Manager will work closely with Service Delivery Managers to ensure value is maintained through efficiency and optimization along with the prioritization of effort and coverage of contracted services to the internal customers.

RESPONSIBILITIES

  • Lead operations delivery of contracted services to the internal customers
  • Act as a point of contact/escalation to support service users and customers reporting issues, requesting information, access, or other services
  • Ensure that appropriate actions are taken to handle incidents according to agreed procedures, investigate escalated incidents, and seek resolution. 
  • Ensure that appropriate actions are taken to anticipate, investigate and resolve problems in systems and services
  • Ensures that appropriate actions are taken for new services or changes to be transitioned into support according to established processes
  • Drive continuous improvement of service delivery based on efficiency measurements & KPIs or other initiatives
  • Responsible for direct line management duties and proper assignment of own teams, proper on-boarding of new people
  • Drive continuous improvement of people’s performance and support their evolution in coordination with Internal Disciplines
  • Provide expert advice, leadership, guidance, and best practice from an operational perspective
  • Support Service Delivery Managers in their activities toward internal customers

 

Qualifications and Experience

  • 10+ years of previous experience in managing application support/development services
  • Demonstrated management experience with large/complex teams
  • Good financial understanding combined with budget management experience
  • Strong interpersonal skills with the ability to lead and motivate a team of professionals
  • Proven project management and leadership skills
  • Experience working in the delivery of similar ITIL-aligned services to SLAs
  • Knowledge related to IT audits (e.g. SOX, internal security audits, etc.)
  • Excellent written and spoken English

THE FOLLOWING SKILLS WOULD BE A PLUS

  • Experience with Project Management/Service Delivery
  • Experience working on service Transition & Transformation
  • Previous experience working with shared delivery teams (regional/global)
  • Other foreign languages
  • Relevant industry-related certifications

 

About Endava

Endava is reimagining the relationships between people and technology. For the past 20 years it has helped some of the world's leading Finance, Insurance, Telecommunications, Media, Technology and Retail companies accelerate their ability to take advantage of new business models and market opportunities. We have more than 10 000 employees located in close to client locations in Denmark, Germany, Netherlands, United Kingdom, United States and nearshore delivery centers in the EU: Romania, Bulgaria, Croatia and Slovenia; Central European Countries: North Macedonia, Moldova, Serbia and Bosnia and Herzegovina; Latin America: Argentina, Colombia and Uruguay.

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