Operations Manager (OM)
We are looking for a Senior Project Manager for Operations Manager (OM) role in one of our large Global Cloud program. The OM will serve as a business partner for customer and operational initiatives in our Cloud Service programs.
OM will lead the complete Cloud Platform operations for our clients for the Japan business.
Responsibilities Operations Manager
Lead and manage a large team (at least 50+), with the main responsibility of coaching, mentoring, reporting, executing action plans, maintain utilization and day-to-day operational management
Own business KPIs and drive actions to achieve high level of Customer satisfaction score consistently
Ensure staffing / productive hours targets are met
Drive employee engagement and satisfaction and mentor teams to deliver effective results
Act as a main point of contact for the Customer management team
Ensure achievement of SLA targets
Involved in monitoring in-process assets, and communicating status updates to client Service Delivery Managers and stakeholders
Drives the process to increase process transparency and efficiency
Contributing to process improvement and other projects as needed
Managing the schedule, proactively flagging capacity and process issues and finding solutions.
Conducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works closely with QAs and Trainers to improve team performance
Work closely with Team Managers and Subject Matter Experts on escalations as well as manage the productivity of the team.
Should have solid understanding of workflow, tools used for providing services
Liase with internal and external stakeholders and provide regular updates on the Program status
Escalate issues to program stakeholders, where necessary
Take responsibility for release schedules and milestones, keeping up a high velocity in a fast-paced environment,
Work in co-ordination with Operations Managers across various global locations to design and implement a common minimum process for running the complete project to drive maximum client satisfaction,
Administer finances of the Operations
Required / Preferred Qualifications
Bachelor’s degree in computer science or a related technical field or equivalent practical experience,
15+ years of industry experience with 8+ years in a customer facing role working with Enterprise clients,
Certifications Google Cloud Platform Associate Cloud Engineer (Good to have), PMP or Prince 2 Certification (Good to have),
Excellent verbal and written communication skills,
Experience in a software focused program / project management and in the business technology market in IaaS, PaaS, cloud computing and / or emerging technologies,
Comfortable to have conversations with Business and Technical stakeholders to express complex concepts in simple language to reach broader audiences,
Experience in Managing project schedules, identifying possible issues, and clearly communicating them to project stakeholders.
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face to face.
Travel may be required as per the job requirements.
What’s in it for you?
We are not just a technology company full of people, we’re a people company full of technology. It is people like you who make us what we are today.
Welcome to our world : Our people, our culture, our voices, and our passions. What’s better than building the next big thing?
It’s doing so while never letting go of the little things that matter. None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment in which to do them, one where ideas can flourish, and where you are empowered to move forward as far as your ideas will take you.
This is something we achieve through cultivating a culture of inclusiveness and openness, and a mindset of exploration and applied innovation.
A career at Infosys means experiencing and contributing to this environment every day. It means being a part of a dynamic culture where we are united by a common purpose : to navigate further, together.