Full-Time Experienced Operation Manager (OPM)

• Plans, manage and responsible for the provision of the scope of service in time and quality
• Works on developing and improving processes
• Ensure ITIL processes are kept within the operation
• Ensures the agreed reporting, e.g. according to OLA, SLA/SLO/SLI, etc.
• Plan and supervise the operating of the given type of services, while maintaining respective service levels
• Monitor the work progress, and handle emerging problems and conflicts
• Work in close collaboration with service management involved and other connected units, on developing and optimizing processes on priorities
• Participate in projects, development of new services or demands
• Ensure, that changes are implemented, and incidents and problems are handled within the undertaken deadlines and at the agreed service levels
• Monitoring and reporting of SLA / SLO / SLI and KPI metrics
• Foster a culture of continuous improvement within the service delivery team
• Identify, recommend and drive the implementation of Service Automation & Digitization initiatives
• Responsible for the complete service chain of customer application
• Handling of escalations, manage urgent and complex issues
• Ensure effective implementation and adherence to the risk management process across operational activities
• Coordinating audits and monitoring audit processes
• Cooperation with cross-functional teams

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