As the Service & Operations Manager, you will be responsible to support Service & Operations Director in overseeing the planning, design, development, and implementation of our company's Service and Operations support solutions, ensuring they meet the needs of the organization and its customers. Act as an ambassador of our company and understand the business, excel at client management, and they can take decisions to resolve difficult situations.

As the Service & Operations Manager, you will be responsible to support Service & Operations Director in overseeing the planning, design, development, and implementation of our company's Service and Operations support solutions, ensuring they meet the needs of the organization and its customers. 
Act as an ambassador of our company and understand the business, excel at client management, and they can take decisions to resolve difficult situations. 

Key Responsibilities:

• Oversee the design and development of Service and Operations support solutions, ensuring they meet the organization's requirements and industry best practices.
• Monitor performance and act accordingly to reach assigned KPI targets.
• Work closely with business stakeholders to understand their needs and ensure the Service and Operations support solutions meet their requirements.
• Collaborate with cross-functional teams to integrate solutions with other enterprise systems.
• Stay up to date with the latest Service and Operations support solutions and industry trends to ensure our solutions remain cutting-edge.
• Provide guidance and coaching to team members, helping them develop their skills and achieve their career goals.
• Providing best-in-class and latest tailored innovation / clouds release expertise to clients
• Participate to RFP, RFI, RFQ and help on pitching and presales activities.
• Participate to customer management activities, optimize client operating capabilities, and help ensure excellent customer satisfaction.
• Identifies and highlights clients, projects, or business risks and provides mitigation plans.
• Creates and maintains highly motivating work environment and effectively manages individuals’ performances.

Professional Skills:

• Excellent organizational skills and attention to detail.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
• Fluency in English, good practice of German and/or French a plus.
• Structured and analytical problem solving and solution identifying in complex environments.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Ability to multi-task and use good business judgement.
• Eagerness to learn and adapt to new technologies and processes.
• Strong customer service orientation.
• Ability to interact with C-Level executive.

Experience:

• Professional experience in team management.
• Proven track record in analysing operations, enhancing performance, and optimizing processes.
• Experience working in a global and complex environment.
• Experienced in ITIL (Foundation certification minimum), well-versed in several methods and can apply and sustainably implement the methods in an advisory capacity.
• Experience in pre-sales activities.
• Proven effective leadership and analytical skills.
• Experience with JIRA/Confluence and ServiceNow tools.