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About the Role
- Support the Operations Manager in overseeing daily operations, ensuring team KPIs are met consistently.
- Monitor the progress of field resources daily, ensuring timely job completion and closure.
- Take responsibility for leading team leads, including designing processes and workflows, managing service operations, and overseeing field service resources.
- Drive the achievement of internal team and contractual Service Level Agreement (SLA) targets, including recovery and improvement plans.
- Provide leadership and guidance on service delivery processes, ensuring alignment with service contracts and deliverables.
- Maintain high service quality standards across all aspects of service delivery, prioritizing customer satisfaction and team morale.
- Manage the team's RACI framework, roles and responsibilities, workload distribution, and training roadmap.
- Oversee both internal resources and external partner workers, ensuring service...
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