Operations Director

5 days ago


Copenhagen, Copenhagen, Denmark NTT DATA Business Solutions Full time

We are seeking an experienced and proactive Operations Manager to join our team in the Nordic region. As a key member of our team, you will play a vital role in managing the day-to-day operations of our Service Delivery Model.

The successful candidate will work closely with our Nordic HXM management team to deliver value-adding solutions to our existing clients and drive projects globally. Key responsibilities include:

  • Day-to-Day Operations Management: Overseeing care4HR's daily operations, including resource allocation and coordination.
  • Content & Process Management: Maintaining and updating the internal care4HR SharePoint site, templates, procedures, customer overviews, and key client information.
  • Compliance & Documentation: Ensuring compliance, routines, and documentation for managing consultants' access to client instances.
  • Graduate (Dispatcher) Coordination: Onboarding, educating, and following up with dispatchers (graduates) to manage ticket coordination seamlessly.
  • SLA Monitoring & Reporting: Establishing SLA monitoring routines and clear reporting structures for consultant and customer follow-ups.
  • Consultant Workload Optimization: Tracking consultant workloads, ensuring fair ticket distribution, and adjusting resource allocations as needed.
  • Client Setups & Quality Assurance: Coordinating practicalities related to ISP (ticketing tool), setting up new clients, and performing quality assurance on ticket content.
  • Knowledge Transition: Implementing procedures for smooth transitions when onboarding new clients to care4HR.
  • Service Management: Acting as the primary Service Manager for selected customers and as an escalation point for operations-related items for other Service Managers.

The ideal candidate will have proven experience in operations management, IT services, or a similar role, with strong organizational and time management skills, excellent written and verbal communication skills in English, and a proactive and detail-oriented approach with a strong ability to problem-solve.



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