• The Head of Service Operations is responsible for deploying the company’s service delivery and support.
• He/she is also responsible for establishing the company’s project management and implementation disciplines and best practices.
• He/she establishes governance processes of direction and control to ensure that objectives are achieved.
• He/she directs and develop project plan, and protects the confidentiality, integrity and availability of the customer’s interest
Services Management
• Implements and delivery projects across multiple client engagements from the Develop phase to the Delivery Phase through project sign off and support.
• Oversees, organizes and aligns the resources of each project to ensure delivery success.
• Implement project controls and developments to secure customer satisfaction.
• Manages projects and ensures that projects are delivered on time and on budget. This includes tracking of project hours and expenses on a weekly basis.
• Determines appropriate revenue recognition, ensures timely and accurate invoicing, and monitors receivables for project.
• Follows up with clients, when necessary, regarding unpaid invoices.
• Analyzes project profitability, revenue, margins, bill rates and utilization.
• Defining, implementing and revising operational policies and guidelines for the organization
• Developing and executing new growth directives
• Liaising with departmental heads to develop financial plans and ensure company-wide operational compliance
• Keeping track of the company’s revenue margins and conduct budget reviews to maximize profits
• Overseeing client support services

• 8 years + leadership and management experience with demonstrable People, P&L and Service operations responsibility;
• 10 years+ experience of a senior Operations management role within a fast-paced technology environment;
• Experienced and skilled in managing technical staff in a fast paced multi-client environment;
• Excellent communication skills
• 1. Banking and Finance
2. Government
3. Telco, Tech and Media
4. Academe
5. Manufacturing, Distribution and Retail