Group Operations Manager

Job Summary

Service Owner

• Preferred experience in global managed IT services, manufacturing, automotive, engineering, logistics, or another distributed enterprise environment.
• Exposure to Digital Employee Experience, endpoint analytics, virtual agents, GenAI, proactive support, and service automation is preferred.
• Preferred profile: customer-focused, commercially aware, data-driven, and able to balance user experience, service stability, security, cost, and continuous improvement.

Key Responsibilities

• Own the service strategy, scope, roadmap, lifecycle, service catalogue, operating model, and agreed business outcomes.
• Act as the single point of accountability for customer commitments, service performance, material risks, escalations, and improvement priorities.
• Define and govern SLAs, KPIs, experience measures, reporting, service reviews, and corrective actions, including CSAT, First Contact Resolution, response times, backlog, quality, and ticket-volume trends.
• Ensure effective delivery across phone, chat, email, self-service, chatbot, and remote-support channels, with consistent multilingual and global coverage where applicable.
• Hold operational teams, resolver groups, and suppliers accountable for stable delivery, effective handoffs, end-to-end ticket ownership, and timely escalation.
• Own the Continual Service Improvement roadmap, including shift-left, knowledge management, self-service, automation, AI-enabled support, proactive remediation, and avoidable-demand reduction.
• Own the service financial baseline, budget, forecast, run costs, productivity commitments, business cases, and commercial change requests.
• Maintain oversight of service risks, security, privacy, audit, resilience, lifecycle, and vulnerability requirements, ensuring clear mitigation plans and ownership.
• Approve service readiness for new or changed capabilities, ensuring operational acceptance, knowledge transfer, training, capacity, support models, reporting, and hypercare are in place.
• Work closely with customer stakeholders, Service Operations, Service Level Management, Digital Workplace, technical teams, architects, process owners, finance, commercial teams, and third-party suppliers.

Skill Requirements

• Strong experience in IT Service Management, Service Desk/Remote Support, or comparable managed services.
• Proven ownership or governance of an enterprise-scale service with customer, operational, financial, supplier, and risk responsibilities.
• Strong knowledge of ITIL practices, including incident, request, problem, change, knowledge, service level, supplier, and continual improvement management.
• Experience in global, multilingual, multichannel, and multi-vendor or SIAM environments.
• Practical understanding of Service Desk operations, workforce and capacity management, quality assurance, knowledge-led support, self-service, automation, and shift-left.
• Experience with ITSM platforms such as ServiceNow and with service-performance dashboards, reporting, and trend analysis.
• Strong financial and commercial acumen covering budgets, forecasts, unit costs, productivity, business cases, and scope changes.
• Excellent customer management, communication, decision-making, negotiation, and senior stakeholder influencing skills.
• Ability to lead through governance, challenge constructively, manage escalations, and translate data into clear actions and outcomes.

Other Requirements

• Bachelor’s degree in Information Technology, Business Administration, Engineering, or equivalent practical experience.
• ITIL 4 Foundation.
• Typically 8+ years of relevant IT service delivery experience, including 3+ years in a service management, or comparable customer-account role.
• Professional fluency in English. Additional languages are an advantage in a global support environment.
• Ability to support critical escalations outside standard business hours and travel occasionally for customer or delivery-centre governance.