SDG Operations Manager  

Duties and Responsibilities

1. Operational Management and Service Delivery Oversight

• Oversee the daily operations of the FSS, Service Desk, and ASM teams.
• Ensure compliance with client SLAs, KPIs, and contractual obligations.
• Monitor ticket aging, dispatch efficiency, escalations, workforce productivity, and service quality.
• Drive operational stability and ensure the timely resolution of incidents and service requests.
• Ensure effective coordination between operational units and support teams.

2. Client and Escalation Management

• Act as the primary escalation point for critical operational and client-related concerns.
• Participate in client meetings, operational reviews, and business reviews.
• Ensure proper communication and timely updates to clients during critical incidents.
• Lead recovery actions for operational gaps, SLA risks, and client escalations.
• Build and maintain strong professional relationships with clients and key stakeholders.

3. Team Leadership and People Management

• Lead Service Delivery Managers, Team Leads, ASMs, and operational support personnel.
• Conduct coaching sessions, performance reviews, and operational alignment meetings.
• Drive accountability and enforce operational standards and governance.
• Identify staffing gaps, training needs, and succession planning opportunities.
• Support employee engagement, retention, and team development initiatives.

4. Performance Monitoring and Continuous Improvement

• Analyze operational reports, workforce trends, SLA performance, and productivity metrics.
• Identify process gaps and implement operational improvements.
• Standardize operational procedures, documentation, and escalation processes.
• Ensure adherence to internal policies, client processes, and compliance requirements.
• Lead initiatives focused on operational optimization, automation, and efficiency.

5. Workforce and Resource Management

• Oversee manpower allocation, scheduling strategies, and operational coverage.
• Ensure proper utilization of field engineers, Service Desk agents, and support teams.
• Coordinate with Workforce and Reporting teams regarding staffing forecasts and performance analytics.
• Monitor attendance, productivity, and operational compliance across all SDG teams.

6. Reporting and Governance

• Review and validate operational reports, incident reports, client updates, and performance dashboards.
• Ensure accurate documentation of escalations, coaching logs, corrective actions, and operational findings.
• Present operational updates, key findings, and recommendations to management as needed.
• Support audit requirements and operational governance initiatives.

• Bachelor’s degree in IT, Computer Engineering, Business Administration, Management, or related field.

• At least 7 years of supervisory or managerial experience in operations or service delivery, preferably in an IT/BPO environment.

• Extensive experience in Managed Services, Service Desk, Field Support, and Client Operations.

• Strong knowledge of service delivery, SLA governance, client management, workforce management, escalations, and process improvement.

• Strong leadership, communication, analytical, and people management skills.

• ITIL and/or Six Sigma certification is an advantage but not required.