Service Operations Lead

Responsibilities

• Improve service monitoring and alerts, striving to deliver industry best practices.
• Continuously monitor the network and IT infrastructure to detect and respond to incidents in real-time.
• Lead the Change Advisory Board (CAB) and manage different types of Change Requests (CRs), adhering to ITIL best practices. Respond to internal and external audit assessments, ensuring compliance and implementing necessary improvements.
• Develop and optimize processes such as MOT request intake, tech engagement/disengagement, and MOT -facing communications.
• Ensure that service coordinators and techs follow established Standard Operating Procedures (SOPs).
• Hold service coordinators accountable for managing all open tickets and shepherding them from new to complete.
• Monitor the workload across all technicians/engineers and ensure tickets meet customer expectations.
• Coordinate with offshore staff and outside vendors to install or implement solutions.
• Ensure proper integration with other enterprise systems and tools.
• Prepare budget recommendations for staffing needs, costs of equipment and tools, maintenance, and future projects.
• Implement continuous improvement initiatives to enhance service quality.
• Conduct regular service reviews and report on performance metrics.
• Ensure all services align with regulatory, contractual, and internal audit requirements. Lead audit response and remediation efforts if needed.