Service Operations Lead

The Service Operations Lead role is a Customer facing role to ensure Customer Loyalty and Satisfaction from Customer’s Experience (CX) in engaging with Openmind’s Support Services.

The Service Operations Lead role has responsibility to ensure that Customer’s Application instances are kept up to date with latest Openmind software using Openmind’s Continuous Integration and Continuous Deployment (CICD) process.

The Service Operations Lead role has responsibility for Monitor and Operate of Openmind’s Open Protect AI (OPAI) products.

The Service Operations Lead role has responsibility within Openmind to maintain and evolve internal fulfilment of Openmind’s Support Services to deliver a proactive customer experience, to include further enablement using Data Analytics and Artificial Intelligence skillsets.

The Service Operations Lead role is a Customer facing role to ensure Customer Loyalty and Satisfaction from Customer’s Experience (CX) in engaging with Openmind’s Support Services.

The Service Operations Lead role has responsibility to ensure that Customer’s Application instances are kept up to date with latest Openmind software using Openmind’s Continuous Integration and Continuous Deployment (CICD) process.

The Service Operations Lead role has responsibility for Monitor and Operate of Openmind’s Open Protect AI (OPAI) products.

The Service Operations Lead role has responsibility within Openmind to maintain and evolve internal fulfilment of Openmind’s Support Services to deliver a proactive customer experience, to include further enablement using Data Analytics and Artificial Intelligence skillsets.

SOL has responsibilities:

• for performance of relevant Support Services to Openmind’s Customers. This performance includes KPIs for Loyalty and Satisfaction, as well as Transactional KPIs (eg SLA compliance, age, rate, etc). 

• to functionally lead a dedicated team of technical experts for the fulfilment of Support Services. Career development for this role includes the opportunity to take on people management responsibility for this team. 

• to achieve a collaborative relationship with Customer Operations counterpart teams in achieving performance above.

• to host regular Support Review meeting series to ensure required progress across all Support activity with each Customer. And to ensure that day to day digital collaboration through Support tickets is complemented by specific face to face calendars when required.

• to Triage all new Customer tickets to conclude correct level of expertise mobilisation, tactical handling and timeliness based on the impact and category of Customer tickets. And to manage and adjust such Triage outcomes throughout the lifecycle of each Support ticket as appropriate.

• to collaborate with Customers to Plan and Implement Openmind’s Continuous Integration and Continuous Deployment (CICD) process to keep all Customer’s Application instances up to date with latest Openmind software (for reasons of fixes, enhancements, performance and new products).

• for Monitor and Operate steps of Openmind Engineering’s SDLC for Openmind’s Open Protect AI (OPAI) product family.

• to collaborate internally within Openmind to include wider expertise to ensure Service Performance as above. Specifically this includes ensuring prioritisation of Customer’s Support requirements within Openmind’s Scrum / Agile process.

• to evolve the people, process and technology of the team to evolve from fulfillment of Support Services for Open Core product family to include Open Protect AI (OPAI) product family.

• to manage the ongoing Customer pipeline of tickets to identify potential impact and escalations, and to define and implement action plans to resolve any such escalations.

• to Triage all new Customer tickets to identify tickets where their fulfillment needs to be owned by Openmind’s Go-To-Market experts. And to ensure a smooth and timely Customer Experience throughout.

• a Service Assurance responsibility to conclude any Root Cause or Continuous Improvement from ongoing transactional fulfilment, for both external and internal stakeholder audience.

• to contribute to initiatives to transform greater proactivity into Openmind Support Services. Such initiatives include use of Data Analytics to identify root cause from the symptomatic completion of Customer tickets, new trends, etc. 

• to contribute to initiatives to create AI capabilities to enable the Agentic AI fulfillment of relevant Customer ticket transactions, moving the expertise and experience of Openmind experts to the creation, ongoing training and assurance of such Agentic AI capabilities and their transactional throughput.

Requirements:

• Customer facing experience and expertise.

• Possess at least a Bachelor’s Degree in Computer Science, Information Technology, Telecommunications or relevant field. 

• At least 5 years working experience in engaging, leading and managing a diverse team to deliver service in a client facing environment. Experience in a telecoms/messaging environment is a distinct advantage.

• Excellent communication (written and verbal)  and presentation skills, with fluency in English as the primary business language. 

• Highly developed problem solving skills and solution oriented approach.

• Proven ability to deliver outcomes with working to deadlines and under pressure whilst staying organised.

• Customer centric approach with proven ability to influence and build stakeholder relationships.

• Project management experience is an advantage. 

• Flexible to the varying time demands of an operational customer environment and collaborating with colleagues in different time zones.