Senior Operations Manager

Senior Operations Manager

In the role of Senior Operations Manager, you will drive the transformation of modernizing support towards consumers to enable the specified business outcomes and create a strong digital foundation for digital products and business. This is done by implementation of modern principles related to agile and DevOps frameworks, utilization of proper tools and increase of automation. Lead, coach and develop a team within a business area to deliver maximum value to the consumer with measurable impact.

Responsibilities
• Responsible for the roadmap, and delivery of support and support flows towards a business area, based on consumer feedback, changing needs and new technologies, to secure fulfilment of business needs

• Proactively drive the transformation of the support within the business area, in alignment with the overarching strategy and roadmap for the global support organization, to ensure it adheres to modern principles and frameworks
• Responsible for fulfilment of the Country Support Agreement(s) for the Products belonging to the business area to meet specific expectations and needs from the countries
• Responsible for the operational activities and daily running of the support within the business area, ensuring that they meet the defined agreements, KPIs and OKRs, as well as ensuring compliance towards legislations, policies and other requirements
• Contribute with coaching and insights to activities initiated within the Technology Service Area aiming to create a modern digital foundation in order to support speed, growth and flexibility
• Identify, continuously explore and evaluate new frameworks and technologies, as well as benchmark against industry standards, in order to boost innovation and productivity for optimization/modifications to the current setup and delivery
• Lead and manage team leaders focusing on building a digital mindset that meets an engineering culture as well as on building industry leading capabilities
• Manage the financials on the business area level, i.e. budget, allocation and forecasts, follow up cost development and proactively drive improvements in cost efficiency of the support within the area
• Manage risks and maintain license agreements to secure compliance towards contracts, laws and regulations
• Evolve the delivery by securing the adoption and growth of a self-provisioning portal to accelerate the level of automation and self-service in the transformation of Services provided by Technology Services

Qualifications
Basic

• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 9 years of relevant experience in Technology Service Delivery

Preferred
• Formal qualifications in Information Technology, Computer Science or any engineering equivalent
• Minimum 5 years of experience within support engineering or equal in Technology Service Delivery
• Experience of transformational change in a team
• Strong documented leadership skills with experience of leading others, including leaders, preferably in a team of similar size and impact
• Proven knowledge and ability to transform and optimize processes and behaviors
• Preferred: Experience of working in an Agile and DevOps working setup

About US
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 57,694 employees from 111 nationalities, as of March, 2024.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.
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