Client Operations Manager

About the Role:

The Client Operations Manager will be instrumental in ensuring the highest standards of service delivery and operational efficiency for our clients. This role focuses on managing and improving the day-to-day operations related to effective management of client delivery expectations, quality assurance, and responsiveness. You will be responsible for overseeing the entire lifecycle of client tickets, changes and problems, ensuring they are addressed promptly and effectively, and that Service Level Agreements (SLAs) are consistently met.

You will play a crucial role in enhancing overall IT Service Management (ITSM) processes, unblocking any issues that may arise, and driving continuous improvement initiatives. Your efforts will directly contribute to improving client satisfaction (CSAT) and fostering positive client interactions. You will work closely with various teams and business groups to build upon advisory recommendations, enhancing environmental availability and managing transparent relationships with our clients. Additionally, you will maintain and manage the execution of the Book of Work for all the clients, ensuring that all planned activities and tasks outside of the tickets are delivered on time and within scope. This involves coordinating with various stakeholders, tracking progress, and ensuring alignment with business objectives and Client requirements.

• Review overnight system alerts and assess ongoing tickets, status and escalations.
• Prioritize tasks based on criticality and potential impact on client operations.
• Conduct a brief team check-in to align priorities and address immediate concerns.
• Analyzing key metrics related to ticket resolution, response times, and overall operational efficiency.
• Change management related activities.
• Work with the POD manager and the POD leader to ensure all ITSM MTTA/MTTR targets are met, ticket quality, client communication, exception handling, unblocking issue, clear prioritization for all requests/Client initiated work are delivered.
• KPI's and client sentiments to be aligned and calibrated.
• Address any outstanding client communications, ensuring timely responses.
• Share insights with the operational team(s) during regular briefings.

• Own and maintain a full-fledged book of work by client for all the assigned clients and own the deliverables as per the agreed timelines.
• Build a strong partnership internally with the different support groups and ensure all the elements in the Book of Work are managed in entirety.
• Engage in client meetings to discuss ongoing projects, Small-Works and demand for fulfilment associated with that.
• Collaborate with the account management teams to explore potential opportunities and address client needs.
• Present operational reports and run operational reviews with clients demonstrating the value and performance of our managed services.
• Examine the intake process meticulously to discern areas ripe for standardization, enhancement, and the judicious qualification of projects related to Business as Usual (BAU) activities.