The Associate Managed Services Operations Specialist is an entry-level subject matter expert responsible for learning the skills to work closely with internal service delivery teams. This role involves planning, coordinating, and monitoring the implementation of operational activities and processes to deliver on approved operational plans and continuously improve service delivery.
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Key Responsibilities
- Assists with the management of the shift roster and ensuring that all operations metrics are monitored.
- Assists with ensuring that shift handover processes are adhered to and managed.
- Assists with the management of shift escalations from clients.
- Dashboards all key Metrics and manages the about to be breached situations.
- Contributes to ensuring that services meet the stated service level agreement (SLA) levels.
- Ensures that the operational deliverables enable cost-effective, client-centric delivery that meets SLAs.
- Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
- Balances the needs of the client with the strategic direction of the organization.
- Understands the core issues affecting the client and works with the relevant service teams to resolve.
- Helps to identify the needs, risks, and issues and proposes appropriate solutions and courses of action.
- Performs any other advanced operational tasks as required by leadership.
Requirements
- Displays good customer service focus.
- Good communication skills and the ability to prepare structured and relevant communications to operations leaders.
- Good organizational skills with the ability to work in a fast-paced and deadline-driven environment.
- Displays ability to work creatively and analytically in a problem-solving environment.
- Displays ability to quickly become proficient in delivery processes and related systems.
- Displays ability to analyze, design, and improve operations processes.
- Ability to work across different cultures and social groups.
- Displays ability to work well in a pressurized environment and adapt to changing circumstances.
Academic Qualifications and Certifications
- Bachelor’s degree or equivalent in Information Technology, Business Administration, or related field.
- ITIL foundation certification.
Required Experience
- Entry-level work experience gained in a managed service delivery within a large-scale (preferably multi-national) technology services environment.
- Entry-level experience gained in a managed service delivery environment including technical and service management exposure.
- Entry-level experience in managing customer escalation situations and objection handling.
- Entry-level demonstrated managed services operations experience.
Workplace Type
On-site Working
Location
Riyadh, Saudi Arabia
