We are seeking an experienced Operations Manager with over 12+ years of proven expertise in managing teams, clients, SLAs, and end-to-end project delivery. The ideal candidate will have a strong technical background combined with exceptional leadership and client management skills. You will be responsible for overseeing project execution, ensuring service level agreements (SLAs) are met, and driving innovation within the team.  

Technical Skills:

- Define, monitor, and ensure adherence to SLAs for all projects. Implement processes to track and report SLA performance metrics.  

   - Proactively identify and mitigate risks that could impact SLA compliance in deskside support  

   - Work with the team to resolve any SLA breaches and implement preventive measures.  

   - Provide technical guidance and support to the team.  

   - Stay updated with the latest industry trends and technologies.  

   - Drive innovation and process improvements within the team.  

   - Ensure the team adheres to best practices in software development and project management.  

Preferred Skills

- Act as the primary point of contact for clients, ensuring their needs and expectations are met.  

   - Build and maintain strong, long-lasting client relationships.  

   - Address client concerns promptly and provide effective solutions.  

   - Conduct regular client meetings to review project progress and gather feedback.  

- Lead, mentor, and manage a cross-functional team of technical professionals.  

   - Conduct regular performance reviews and provide constructive feedback.  

   - Identify skill gaps and organize training programs to upskill the team.  

   - Oversee the end-to-end delivery of projects, ensuring they are completed on time, within scope, and within budget.  

   - Develop detailed project plans, including timelines, milestones, and resource allocation.  

   - Monitor project progress and make adjustments as necessary to ensure successful delivery.  

   - Collaborate with stakeholders to define project objectives, deliverables, and success criteria.  

Key Responsibilities:

- Prepare and present regular reports on project status, team performance, and SLA compliance to senior management.  

 - Maintain comprehensive project documentation, including requirements, design, and test plans.  

- Work on new business, contribute to RFP’s with technical analysis based on

Qualification

 Overall 10+ years of experience

 Minimum 7+ years’ experience with project management.

 Preferred working experience in Network infrastructure

 Experience of Data Centre Infrastructure deployment.

 PMP / Prince 2 /API Certification or equivalent

 Bachelor’s degree

Certification: (Good to have)

 PMP, ITIL, CCNA, PMP / Prince 2 /API Certification or equivalent