Operations Manager

About the Role

We are seeking an experienced and results-driven Operattions Manager to oversee the delivery of the Support Team.

The role will be responsible for ensuring that the support team consistently delivers high-quality services in line with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), operational targets, and client expectations.

This role will have overall responsibility for service performance, team productivity, incident and request management, escalation handling, reporting, and continuous improvement. The successful candidate will work closely with the client and internal stakeholders to identify service issues, drive improvements, and ensure a consistently positive customer experience.

The role requires a strong management skills, and the ability to lead support teams in a fast-paced BPO environment.

Key ResponsibilitiesService Delivery & SLA Management

• Take overall ownership of the day-to-day delivery the support services.
• Ensure services are delivered in accordance with agreed SLAs, OLAs, KPIs, processes, and client requirements.
• Monitor service performance and proactively identify risks that may impact SLA achievement.
• Ensure incidents, service requests, and escalations are appropriately prioritised and resolved within agreed timeframes.
• Monitor ticket volumes, ageing, backlog, response times, resolution times, and SLA compliance.
• Establish and maintain effective operational controls to ensure consistent service delivery.
• Drive timely resolution of critical and high-priority incidents.
• Ensure appropriate escalation processes are followed when SLA or service delivery risks arise.

Team Performance & Leadership

• Lead and manage the support teams, ensuring clear objectives, accountability, and performance expectations.
• Monitor individual and team performance against agreed KPIs.
• Conduct regular performance reviews and provide coaching and feedback to team members.
• Identify skills gaps and coordinate appropriate training and development activities.
• Ensure appropriate staffing, workload distribution, and resource allocation to meet service requirements.
• Promote a culture of accountability, customer focus, collaboration, and continuous improvement.
• Work closely with Team Leaders and technical leads to address performance and operational issues.

Client & Stakeholder Management

• Act as the primary operational point of contact for the client on service delivery matters.
• Develop and maintain strong working relationships with client stakeholders.
• Conduct regular service review meetings with the client.
• Present service performance, trends, risks, issues, and improvement initiatives.
• Understand client priorities and ensure the support team remains aligned with business requirements.
• Manage client escalations professionally and ensure appropriate actions are taken through to resolution.
• Communicate service risks and recovery plans clearly and proactively.

Incident & Escalation Management

• Oversee the management of major and critical incidents.
• Ensure appropriate escalation and communication processes are followed.
• Coordinate with the support team, technical teams, vendors, and client stakeholders during major incidents.
• Ensure root cause analysis is completed for significant or recurring incidents.
• Track corrective and preventive actions through to completion.
• Identify recurring issues and work with technical teams to reduce repeat incidents.

Reporting & Performance Management

• Develop and maintain regular operational and client performance reports.
• Analyse SLA and KPI performance and identify trends, gaps, and areas requiring attention.
• Provide accurate and timely reporting on:
• SLA achievement
• First response time
• Average resolution time
• Ticket volumes
• Ticket backlog
• Incident trends
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Escalations
• Productivity and utilisation
• Quality performance
• Team attendance and staffing
• Use data and operational insights to drive informed decisions and service improvements.
• Provide management with recommendations and action plans where performance is below target.

Continuous Improvement

• Identify opportunities to improve service quality, efficiency, productivity, and customer experience.
• Lead initiatives aimed at improving SLA performance and reducing recurring incidents.
• Review existing processes and recommend improvements, automation, or standardisation where appropriate.
• Work with technical and operational teams to identify opportunities to reduce ticket volumes and improve first-time resolution.
• Establish and track continuous improvement initiatives and measure their impact.

Governance & Compliance

• Ensure support teams consistently follow approved processes, procedures, and IT service management practices.
• Maintain operational documentation, procedures, and knowledge management standards.
• Ensure compliance with client requirements, internal policies, and relevant security and quality standards.
• Participate in operational audits and service governance activities.
• Ensure appropriate controls are in place for access, data protection, security, and service continuity.

Skills & ExperienceEssential

• 7+ years of experience in IT service delivery, IT operations, technical support, or a related field.
• At least 5 years of experience managing support teams in a BPO, managed services, or outsourced environment.
• Strong experience managing SLAs, KPIs, operational performance, and service delivery metrics.
• Proven experience managing client relationships and handling operational escalations.
• Strong understanding of incident, request, problem, and escalation management.
• Experience working in a high-volume service desk or technical support environment.
• Strong analytical and problem-solving skills.
• Excellent verbal and written English communication skills.
• Strong presentation and stakeholder management skills.
• Demonstrated ability to lead teams and drive accountability.
• Strong knowledge of Microsoft Office, particularly Excel and PowerPoint.

Desirable

• Experience with ITSM platforms such as ServiceNow, Jira Service Management, Zendesk, or similar.
• Experience supporting international clients, particularly Australian, UK, or US-based clients.
• Experience managing 24/7 or extended-hours support operations.
• Experience with continuous improvement methodologies.
• Experience managing transition, transformation, or service improvement projects.

Personal Attributes

• Strong customer and service-oriented mindset.
• Results-driven and highly accountable.
• Confident in managing client expectations.
• Strong leadership and decision-making skills.
• Excellent communication and interpersonal skills.
• Comfortable working with data and performance metrics.
• Proactive in identifying and addressing service risks.
• Calm and structured when handling escalations and critical incidents.
• Strong attention to detail.
• Able to work effectively under pressure.
• Collaborative and solutions-focused.