Job Summary
A Group Operations Manager manages the operational activities across multiple departments or locations, ensuring efficiency, consistency, and alignment with strategic goals. The role involves effective team management, budgets, and resources, focusing on process improvement, performance enhancement, and adherence to quality standards and compliance requirements.
Key Responsibilities
Improve CSAT/NPS: Raise overall CSAT by X points within 12 months through structured VOC, closed-loop actions, and service improvement plans (SIPs). Reduce Defects & Escapes: Decrease incident reopens/defects by ≥ Y% and reduce change-induced incidents by ≥ Z%. Stabilize SLAs/OLAs: Achieve ≥ 98–99% SLA adherence and minimize chronic SLA risks via proactive controls and predictive analytics. Embed a Scalable QMS: Implement/maintain a QMS aligned to ISO 9001 and ISO/IEC 20000-1, with documented processes, quality gates, and audit-ready evidence. Assurance & Compliance: Achieve “no major nonconformities” in internal/external audits and meet contractual & regulatory obligations (e.g., GDPR where applicable). Operational Excellence & CI: Run a structured CSI/CIP program with a pipeline of initiatives prioritized by ROI and risk, delivering quantified benefits (effort/cost avoidance, cycle time reduction). Core Responsibilities 1) Quality Strategy & Governance Define the Quality & Compliance strategy, roadmap, and annual plan aligned to account/program OKRs. Chair Quality & CSAT governance forums; provide guidance to service towers (Applications, Infrastructure, Service Desk, Network, Cloud, Security). Establish RACI for quality controls across Incident, Problem, Change, Request, Release, Knowledge, Asset/CMDB, and Service Level Management. 2) Quality Management System (QMS) Design, implement, and continuously improve the QMS covering policy, process, procedures, templates, and records. Maintain Document Control and ensure versioning, approvals, and accessibility (e.g., SharePoint/Confluence). Align QMS with ISO 9001, ISO/IEC 20000-1 (IT Service Management) and, in scope, ISO/IEC 27001 for information security touchpoints. 3) Process Quality & ITIL Integration Integrate quality gates into ITIL workflows (e.g., change risk scoring, peer review, CAB criteria, Problem RCA depth checks, Knowledge article quality criteria). Define defect taxonomies, DPPM/escape metrics, and corrective/preventive actions (CAPA). Partner with Process Owners to standardize, simplify, and automate controls where feasible. 4) CSAT / Voice of Customer (VoC) Run VoC programs (surveys, interviews, service reviews); segment insights by service, geography, and customer persona. Perform driver analysis to identify the top contributors to dissatisfaction and prioritize remediation. Ensure a closed-loop response: action plans, owners, timelines, and valid
Skill Requirements
- ITIL v4 (Incident/Problem/Change/Knowledge/Service Level, Continual Improvement).
- ISO frameworks: ISO 9001, ISO/IEC 20000-1; exposure to ISO/IEC 27001 controls beneficial.
- Lean Six Sigma (DMAIC, Value Stream Mapping, waste elimination, SPC, Pareto, root cause methods such as 5-Why, Fishbone, Fault Tree).
- Audit & Compliance: Internal audit planning, execution, sampling, evidence management, CAPA lifecycle.
- Data & Analytics: Metrics design, control charts, trend/correlation analysis; skilled with Excel, Power BI.
- ITSM & Observability: ServiceNow/Jira Service Management/BMC; AIOps/monitoring (e.g., New Relic, Splunk, Grafana) for quality signal integration.
- Knowledge Management: KCS practices; content quality frameworks.
- Automation mindset: Workflow rules, policy engines, and data-driven alerting/guardrails.