Service Operations Manager

Role Summary:
You'll be the primary operational contact for clients, ensuring efficient service delivery through internal teams and external partners. This role oversees service desk operations, manages key accounts, and ensures SLAs, billing accuracy, and customer satisfaction targets are consistently met.

Key Responsibilities

• Lead and supervise Level 1 Technicians, Level 0 Representatives, and MA Coordinators.
• Monitor performance, manage escalations, and ensure SLA compliance.
• Maintain accurate Oracle ticketing and entitlement records.
• Coordinate with internal teams and service partners to ensure smooth operations.
• Drive process improvements and prepare performance reports.
• Serve as operational lead for key maintenance and strategic accounts.
• Manage project timelines, risks, deliverables, and stakeholder communications.
• Support POS inventory reconciliation and billing for retail environments.