Business Operations Manager

The Business Operations Manager is responsible for ensuring consistent, high-quality operations delivery for our Digital Technology Strategic Accounts team across service support, service desk and contract support, data management, and training functions.

The role leads day-to-day execution, governance, performance reporting, and continual improvement to meet service levels, contractual obligations, and organisational outcomes.

Role Responsibilities

1) Operational Leadership & Service Delivery

• Provide overall leadership and coordination for day-to-day operations across all reporting teams.
• Drive operational excellence by standardising processes, enforcing controls, and ensuring timely issue resolution.
• Establish operating rhythms (daily/weekly/monthly reviews) to manage priorities, risks, and workloads.
• Ensure operational readiness for peak periods, changes, incidents, and major planned activities.

2) Service Desk & Contract Support Oversight

• Oversee service desk operations including ticket handling, triage, escalation, and closure quality.
• Ensure compliance with contractual obligations (e.g., service levels, reporting cycles, deliverables, documentation).
• Review service desk metrics (e.g., response time, resolution time, backlog, first-contact resolution) and drive improvements.
• Maintain strong coordination between service desk activities and service support/technical teams.
• Drive the implementation of AI-hosted Service Desk by Q3 2026.

3) Service Support / Field & Technical Coordination

• Direct the Service Support Team to deliver timely on-site/technical support where required.
• Ensure proper incident classification, escalation paths, and coordination with vendors/partners (if applicable).
• Look into quality controls, improving and streamlining existing operations processes to drive efficiency, productivity and timely response to end-users.
• Monitor the uptime of critical business systems and infrastructure and work with the relevant teams to address any fault or system issues to minimise disruption to users.
• Monitor recurring issues and initiate root cause analysis and preventive actions.

4) Data Management & Systems Performance

• Manage data collection and management operations to ensure data integrity, availability, accuracy, and timeliness, in order to improve productivity and deliver service excellence.
• Oversee system analyst activities supporting operational reporting, dashboards, and data pipelines (where applicable).
• Implement data governance practices (e.g., access controls, versioning, audit trails, quality checks).
• Ensure operational reporting is reliable, standardised, and fit-for-purpose for management and client consumption.

5) Training

• Lead operational training planning and execution to sustain user competency and operational consistency.
• Ensure onboarding and refresher training are implemented for IEMS, TMS, and other new systems.
• Maintain and update training materials, knowledge base articles, and SOPs.

6) Governance, Reporting & Stakeholder Management

• Prepare and present operational performance reports (KPIs, trends, risks, improvement plans).
• Facilitate operational meetings with internal stakeholders and external parties (where relevant).
• Maintain documentation for SOPs, service catalogues, escalation matrices, and operational policies.
• Ensure audits/inspections (if any) are supported with timely evidence and corrective actions.

7) Continuous Improvement, Risk & Quality Management

• Identify bottlenecks, inefficiencies, and control gaps; implement corrective and preventive actions.
• Drive continual service improvement initiatives (process automation, tool enhancements, workflow redesign).
• Manage operational risks, including dependency risks, capacity constraints, and single points of failure.
• Ensure adherence to relevant quality, security, and compliance requirements as mandated by the