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The Senior Associate Managed Services Operations Specialist is a developing subject matter expert, responsible for working closely with internal service delivery teams to support with planning, coordinating and monitoring the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery.
The main responsibility of the Senior Associate Managed Services Delivery Operations Specialist is to ensure that services are delivered effectively and efficiently by carrying out routine operational tasks and assisting with the implementation of a services model that meets business needs for clients.
What you'll be doing
Key Roles and Responsibilities:
- Supports with the management of the shift roster and ensuring that all operations metrics are monitored.
- Supports with ensuring that shift handover processes are adhered to and managed.
- Supports with the management of shift escalations from clients.
- Dashboards all key Metrics and manages the about to be breached situations.
- Contributes to ensuring that services are meet the stated service level agreement (SLA) levels.
- Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
- Monitors the operational effe