Operations Manager

Milestone Technologies; Hyderabad; On-site; INR 1,000,000 - 1,400,000; Full time

Job summary

Milestone Technologies is seeking a seasoned IT service delivery leader in Hyderabad to plan, develop, and evaluate client programs, aligning metrics with business goals and IT leadership cadence.

You will drive budgeting, reporting, and governance across engagements, coaching teams to deliver results while maintaining documentation and processes updated and accurate.

Qualifications

• HS Diploma or GED with 4+ years of leadership experience in IT service delivery/logistics management.
• Experience in a technical environment is required.
• Knowledge of SLA achievement and related methodologies.
• Ability to drive tool and process improvements through innovation.
• Proven leadership and interpersonal skills; effective project management.
• Ability to build relationships with business teams.
• Familiarity with common IT metrics and reporting.
• Ability to develop strategic service perspectives from operational data.
• Excellent problem solving, communication, and organizational skills.
• Experience leading programs in IT Operations.

Responsibilities

• Plan, develop, and evaluate client programs.
• Define operational metrics, reporting cadence, and targets; report to IT Leadership weekly.
• Maintain and report budget status and other financial measures for the engagement.
• Collaborate with HR on personnel issues.
• Maintain documentation and processes for the engagement.
• Develop a strategic service perspective from operations information.
• Lead and coach team members; manage performance expectations.
• Ensure SLA adherence and service quality; review change orders.
• Provide quarterly business reviews with the client.
• Oversee staff travel and training needs and ensure all staff are trained.
• Manage merit and performance processes; ensure timely evaluations.

Skills

Leadership Experience

IT Service Delivery

SLA Knowledge

Project Management

Training Programs

Relationship Building

Metrics Familiarity

Problem Solving

IT Operations

Bachelors degree in Business/IT

Education

Bachelor's degree in Business, Communications, IT or related field

Job description

Job Description

• - Plan, develop, and evaluate client program
• - Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve Present operational metrics weekly to IT Leadership
• - Maintain and report on budget status, in addition to other financial measures defined for the customer engagement Collaborate with Milestone Technologies Human Resources on all personnel issues or questions
• - Maintain documentation and process specific to the customer engagement
• - Develop a strategic perspective of the service based on multiple levels of detailed operations information
• - Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
• - Supervise staff and oversee work organized by team leaders
• - Maintain agreed upon service level agreements
• - Provide Milestone Technologies and the client with any updated program changes
• - Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures
• - Review change order requests and lead all
• - Quarterly business reviews with the client
• - Provide counseling of staff Ensure that performance evaluations of all staff are completed according to the Personnel Manual
• - Determine the need for travel and training of all employees
• - Manage the merit performance process
• - Ensure staff training takes place and compliance can be reported

Skills

• - HS Diploma or GED 4+ years Leadership Experience with IT Service Delivery Logistics Management
• - Previous experience working within a technical environment
• - Knowledge of SLA achievement and methodology Development and implementation of technical training programs
• - Ability to drive tool and process improvement through innovation
• - Leadership and core business/interpersonal skills Successful project management experience
• - Ability to establish relationships with Business Teams
• - Familiarity with common metrics used in the IT industry
• - Ability to develop a strategic perspective of the service based on multiple levels of detailed operations information
• - Excellent problem solving, communication, and organizational skills
• - Experience leading programs within an IT Operations environment
• - Bachelors degree in Business, Communications, IT or related field of study