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    Operations Assurance Manager

    Confidential Company

    Al Kuwait, Kuwait

    Date Posted: 2017/01/11

    Job Description

    Job description:

    Managing IT Service Management Operations for rendering and achieving quality services.
    • Map requirements of users / clients as well as the different stakeholders, partners, service providers, third party vendors, business units, functioning as Single point of contact for IT Service Delivery
    • Day-to-day management for maintaining Service Levels; monitoring day to day resolution closures and case aging to ensure timely resolution.
    • Framing work direction & plan for associates after assessment of their capabilities.
    • Achieve efficiency in various operation; spearheading process improvement initiatives.
    • Setting up targets, SOP & SLA, setting and maintaining targets and involved in planning for the service delivery.
    • Providing value added solution services by program reviews; monitoring the post service activities like follow up with the clients, service reminders and handling customer grievances for superior service experience.
    • Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines.
    • Reviewing MIS Reports and performance to ensure optimal performance is achieved
    • Supervising and managing team members for support on Operational Issues
    • Leverage good communication skills to handle C-level customer escalations


    • Candidate must possess at least a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology
    • More than 12 years of experience in leading large global teams including multiple multi-vendor contracts through complex program and project tasks. Natural communicator and team leader with strong motivational skills and the ability to build produce and succeed.
    • A keen planner, strategist and implementer with demonstrated success in end-to-end program management and ensuring effective management of various resources to meet the service delivery requirements.
    • Assertive Leader having outstanding interpersonal, communication, negotiation and people management skills
    • Effective communicator and team leader with a proven ability to develop high performance teams.
    • Skilled in building excellent rapport with clients and team members. Able to see the big picture, delegate effectively and motivate team members to achieve on-time project completion.
    • Insightful knowledge of program analysis and design, process rationalization, cost control, capacity planning, performance measurement and quality.
    • Strong problem solving & technical skills coupled with confident decision making for enabling effective service leading to high customer satisfaction and low operational costs.
    • Proven ability to partner with project stakeholders and internal teams in defining requirements, evaluating risks, and overseeing service delivery operations improvement solutions
    • Experience in managing Fixed Price, Staff Augment and Managed Services Engagements.
    • Having good experience in setting up and managing multiple operations support projects
    • Communication, teamwork and negotiation skills
    • Problem-solving and good analytical skills
    • Flexibility and adaptability
    • Business awareness and understanding of business requirements of IT/Telco industry

    Job Details

    Job Location:
    Al Kuwait, Kuwait
    Company Industry:
    Company Type:
    Recruitment Agency
    Job Role:
    Quality Control
    Employment Type:
    Full Time Employee
    Monthly Salary Range:
    Number of Vacancies:
    Job Ref.:

    Preferred Candidate

    Career Level:
    Mid Career
    Years of Experience:
    Min: 10 Max: 15
    Residence Location:

    This job is posted in the following Specialties:

    operations Quality Assurance