Operations Management Specialist

3 days ago


Copenhagen, Copenhagen, Denmark NTT DATA Business Solutions Full time

About the Role:

The Operations Manager will oversee the day-to-day management and operational efficiency of care4HR within the Nordic region. This includes managing resources, supporting continuous improvement initiatives, and ensuring smooth operations.

Key Responsibilities:

  1. Day-to-Day Operations Management: Oversee care4HR's daily operations, including resource allocation and coordination.
  2. Content & Process Management: Maintain and update internal care4HR SharePoint site, templates, procedures, customer overviews, and key client information.
  3. Compliance & Documentation: Ensure compliance, routines, and documentation for managing consultants' access to client instances.
  4. Graduate (Dispatcher) Coordination: Onboard, educate, and follow up with dispatchers (graduates) to manage ticket coordination seamlessly.
  5. SLA Monitoring & Reporting: Establish SLA monitoring routines and clear reporting structures for consultant and customer follow-ups.
  6. Consultant Workload Optimization: Track consultant workloads, ensure fair ticket distribution, and adjust resource allocations as needed.
  7. Client Setups & Quality Assurance: Coordinate practicalities related to ISP (ticketing tool), set up new clients, and perform quality assurance on ticket content.
  8. Knowledge Transition: Implement procedures for smooth transitions when onboarding new clients to care4HR.
  9. Service Management: Act as primary Service Manager for selected customers and as escalation point for operations related items for other Service Managers.

We Are Looking For:

  • Proven experience in operations management, IT services, or a similar role.
  • Strong organizational and time management skills.
  • Excellent written and verbal communication skills in English, with proficiency in another Nordic language being an advantage.
  • A proactive and detail-oriented approach with a strong ability to problem-solve.
  • Experience in coordinating with multiple stakeholders.
  • Strong analytical skills and familiarity with service management tools and reporting.
  • The ability to handle urgent tasks and shifting priorities efficiently.
  • Experience with SuccessFactors is an advantage but not a requirement.
  • Extensive skills in Excel and Analytics (handling data) is a plus.


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