Head of Service Operations (Customer Specific)

 

Atos is seeking a highly skilled Head of Service Operations to oversee and enhance service delivery for one of our key customers. This role is pivotal in ensuring that our service operations align with the customer’s strategic objectives, driving operational excellence, and delivering exceptional value.

Key Responsibilities

Strategic Leadership

• • Develop and implement a comprehensive service operations strategy tailored to the specific needs of the customer but following Atos standards.
  • Lead and manage a team of service operations professionals, promoting a culture of excellence and customer focus.
  • Collaborate with senior leadership and stakeholders to align service operations with the customer’s business goals.

Operations Management

• • Oversee the daily operations of service delivery, ensuring adherence to service level agreements (SLAs) and quality standards.
  • Monitor and analyze service performance metrics, implementing improvements to enhance efficiency and effectiveness.
  • Ensure compliance with industry regulations and best practices in service delivery.

Customer Engagement

• • Build and maintain strong relationships with key customer stakeholders, ensuring a deep understanding of their needs and expectations.
  • Act as the primary point of contact for customer escalations, ensuring timely resolution and communication.
  • Conduct regular service reviews with the customer to assess satisfaction levels and identify areas for improvement.

Financial Oversight

• • Develop and manage the service operations budget, ensuring effective resource allocation and cost management.
  • Analyze financial performance and implement strategies to enhance profitability while meeting customer expectations.

Innovation and Continuous Improvement

• • Drive initiatives for service innovation, leveraging emerging technologies and methodologies to enhance service delivery.
  • Implement best practices in service operations, ensuring alignment with industry trends and customer requirements.

Qualifications

Education

• • Bachelor’s degree in Business Administration, Information Technology, or a related field; Master’s degree preferred (not mandatory)

Experience

• • Minimum of 1 year of experience in service operations management, preferably in IT services or technology solutions. (mandatory)
  • Proven track record of managing at least one complex field within service operations for large enterprise clients.
  • Specific knowledge of customer Airbus (mandatory)

Skills