Tasks:
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OPS SPOC for Directors, Delivery Leaders, and Engagement Managers
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Manage a group of OPS services
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Ensure that Operations are delivered with the expected quality
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Overall governance, including reporting, contractual SLAs, service KPIs, Service
Improvement Plans, client satisfaction within the owned group of services
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Management Escalation point of contact for ADM for critical outages or Lingaro Operations teams' performance issues
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Responsible for contract arrangements (OPS input) together with Delivery Leads
and Engagement Managers, including modification of current support or new support setup (RFP)
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Definition and negotiation of OPS KPIs and QoS targets and calculation methods
with customer
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Resource management (proper skills, capabilities, capacity, and shifts per support
model)
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Support setup (support model prep, ST, SNOW setup, etc)
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Adjustments and OPS improvement
Requirements:
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Good understanding of the Customer's business and how IT contributes to the delivery of service
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ITIL certification
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Excellent communication and negotiation skills
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Strong knowledge and experience in contract/supplier management
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Able to interact successfully with all levels of the Customer and IT Provider organization
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Has a good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
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Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal, etc.)
Offer:
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Stable employment. On the market since 2008, 1400+ talents currently on board in 7 global sites.
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“Office as an option” model. You can choose to work remotely or in the office.
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Flexibility regarding working hours and your preferred form of contract.
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Comprehensive online onboarding program with a “Buddy” from day 1.
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Cooperation with top-tier engineers and experts.
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Unlimited access to the Udemy learning platform from day 1.
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Certificate training programs. Lingarians earn 500+ technology certificates yearly.
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Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.
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Grow as we grow as a company. 76% of our managers are internal promotions.
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A diverse, inclusive, and values-driven community.
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Autonomy to choose the way you work. We trust your ideas.
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Create our community together. Refer your friends to receive bonuses.
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Activities to support your well-being and health.
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Plenty of opportunities to donate to charities and support the environment.
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Great Place to Work Certified Employer in the Philippines