Product Operations Manager Responsibilities:

• Manage and oversee the performance of MSPs supporting Enterprise Products key workstreams ensuring they meet contracted scope and agreed SLAs.
• Leverage your experience in production support to identify areas for improvement and drive the implementation and governance of best practices and standards.
• Use data analysis and impact metrics to inform and influence new strategies and tactics that improve product support operations.
• Develop and maintain strong relationships with MSP Service Delivery Managers and key Enterprise Products Leads to ensure effective collaboration and communication.
• Act as primary escalation point for our Production Support program and manage/coordinate the resolution of issues or complaints.
• Collaborate with Product Operations partners and contribute to monthly Operations Review meetings.
• Attend and lead the Weekly/Monthly/Quarterly governance meetings with the MSP, challenging the norm and striving for excellence.
• Continuously monitor and track the performance of our Production Support environment, providing recommendations for improvement and driving continuous service improvement initiatives.
• Become the main POC when it comes to the transition of additional scope to MSP - support and coordinate through the transition lifecycle.
• Proven ability managing change, implementing new processes and driving continual service improvements.
• Responsibilities may be extended to include other areas of Product Operations / Release Management and the successful candidate will need to up-skill to have a working knowledge of these areas.

Minimum Qualifications:

• 8 years of experience managing production support, MSPs, and operations
• Experience in managing and delivering a successful Managed Service Provider program, consistently meeting or exceeding SLAs
• Experience in delivering large scale Managed Service Provider transitions
• Experience in leading and supporting Service Delivery teams
• Experience of Service Management and Production Support disciplines, processes, concepts and best practices
• Work effectively in a fast-paced and dynamic environment
• Analytical, problem-solving, and decision-making skills
• Bachelors degree in business, technical discipline or relevant experience

Preferred Qualifications:

• ITIL Certification and experience operating within the ITIL process framework.
• Experience conducting deep analyses
• Experience using critical thinking/problem solving, leveraging data to articulate problems, develop recommendations, and measure performance
• Strong communication and interpersonal skills

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