Client Services Operations Manager

Job Description

Role Overview:As a Service Delivery Manager at our organization, you will be accountable for end-to-end service delivery for our Managed Services team, comprising technical engineers. Your role will involve ensuring SLA adherence, maintaining service quality, monitoring CSAT, and optimizing operational efficiency across multi-domain service environments. This semi-technical leadership position will require a high-level understanding of technical architecture, strong governance skills, cross-functional coordination, and effective stakeholder management. You will serve as the primary point of contact for all customer-related engagements, emphasizing exceptional communication skills to position Technosprout as a strategic IT partner.Key Responsibilities:- Team Leadership & Management - Lead, govern, and manage a team of up to 10 technical engineers - Monitor & drive the teams assigned annual OKRs - Conduct daily performance reviews & provide qualitative feedback - Foster ownership, accountability, and a customer-first culture- Service Delivery & Governance - Drive service delivery performance across all enterprise accounts - Ensure 100% adherence to all internal & external SLAs - Monitor service performance dashboards and implement corrective actions - Adhere to delivery processes using defined frameworks - Ensure compliance with service quality standards and audit requirements - Conduct regular customer review meetings (Monthly/Quarterly) - Stay updated on the latest IT trends to add continuous value to customers- CSAT Governance - Implement customer satisfaction initiatives across service engagements - Maintain a consistent annual CSAT score of 4 - Analyze & act on actionable customer feedback for enhancements- Reporting & Analytics - Prepare and present service reports & dashboards to leadership and customers - Track SLA progress, incident & request trends, ticket quality, and resolution timelines- Collaboration & Project Management - Ensure all project deliverables are met 100% within agreed SLAs - Facilitate internal & external cross-team collaborations for service-related projectsQualifications Required:- Bachelors degree in Engineering/IT/Computer Science (preferred)- ITIL Certification higher than the foundation level (preferred)- Service Delivery/Project Management certifications (good to have)- Previous experience as an IT Manager in a Growing business will be a valuable addition Role Overview:As a Service Delivery Manager at our organization, you will be accountable for end-to-end service delivery for our Managed Services team, comprising technical engineers. Your role will involve ensuring SLA adherence, maintaining service quality, monitoring CSAT, and optimizing operational efficiency across multi-domain service environments. This semi-technical leadership position will require a high-level understanding of technical architecture, strong governance skills, cross-functional coordination, and effective stakeholder management. You will serve as the primary point of contact for all customer-related engagements, emphasizing exceptional communication skills to position Technosprout as a strategic IT partner.Key Responsibilities:- Team Leadership & Management - Lead, govern, and manage a team of up to 10 technical engineers - Monitor & drive the teams assigned annual OKRs - Conduct daily performance reviews & provide qualitative feedback - Foster ownership, accountability, and a customer-first culture- Service Delivery & Governance - Drive service delivery performance across all enterprise accounts - Ensure 100% adherence to all internal & external SLAs - Monitor service performance dashboards and implement corrective actions - Adhere to delivery processes using defined frameworks - Ensure compliance with service quality standards and audit requirements - Conduct regular customer review meetings (Monthly/Quarterly) - Stay updated on the latest IT trends to add continuous value to customers- CSAT Governance - Implement customer satisfaction initiatives across service engagements - Maintain a consistent annual CSAT score of 4 - Analyze & act on actionable customer feedback for enhancements- Reporting & Analytics - Prepare and present service reports & dashboards to leadership and customers - Track SLA progress, incident & request trends, ticket quality, and resolution timelines- Collaboration & Project Management - Ensure all project deliverables are met 100% within agreed SLAs - Facilitate internal & external cross-team collaborations for service-related projectsQualifications Required:- Bachelors degree in Engineering/IT/Computer Science (preferred)- ITIL Certification higher than the foundation level (preferred)- Service Delivery/Project Management certifications (good to have)- Previous experience as an IT Manager in a Growing business will be a valuable addition

Keyskills :
Team LeadershipService DeliveryGovernanceCollaborationProject ManagementCSAT GovernanceReportingAnalyticsITIL Certification