SLA Management

• Manage performance of the team
• Deliver on SLA commitments based on the contract
• Meet and exceed customer satisfaction goals
• Daily / Weekly / Monthly / Quarterly Reporting of SLA performance
• Proactive management of business / operations trends
• Forecasting business volume, capacity planning
• Formulate continuous improvement plan

Client Management

• Ensure client satisfaction in alignment with “100 Referenceable customers”

• Weekly / Monthly / Quarterly operations and business review with stakeholders.
• Set and Manage client expectations
• Identify potential new business opportunities
• To take complete ownership of the cases and to take feedback on negative surveys
• To handle deviations and carry out risk analysis

 Quality Management

• Create and improve process guidelines and framework.
• Drive adherence and compliance to organizational / quality standards
• Formulate action plans for consistent service delivery quality
• Create preventive / corrective action plans on Customer or Client comments / feedback

Operations Management

• Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client
• Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders
• Capacity / Resource planning and management
• Liaison with cross functions across the organization addressing the needs of the team members
• To own corporate initiatives aimed at operational improvement (SIP/ Best practices/ Audit documentation etc)
• Business Continuity planning and Risk management

Skill development

• Address skill gaps in Product / Process / Technology / Communication
• Mentor Leads & Managers
• Plan Relevant training programs working with respective groups

Project Revenue and cost management:

• To manage revenue and cost drivers
• Operate on planned budget
• Working with internal / client teams on Invoicing, AR and PO
• Prepare monthly / quarterly revenue / margin projections
• Resource planning (People / IT)

Primary Skills:

• Operations Management
• People Management
• Excellent Communication
• Experience in Technology - Telecommunication/Networking Industry

Additional Skills:

• Visioning
• Identification and Talent development
• Risk Taking
• Change Management
• Business and Organization Drivers
• Strategic thinking and planning
• Managing resources (Human, Technical and Financial)
• Decision Making and Problem solving
• Industry Knowledge
• Conflict Management
• Team Building
• Influencing Skills
• Self Development
• Self Knowledge and Development
• Learn Continuously
• Flexibility

 Span of Control:

 2-4 Team Leaders / Team Managers handling a team size ranging between 20 – 25 techs