The operations managers must have a very strong leadership skill to promote the integration amongst business, it (information technology) streams and partners (at all levels of the organization) ensuring a high quality of sustain operations and continuous improvements on the it products and processesfully supporting business evolution.
the 5 most important job responsibilities for this specific position:
increase business centricity & improve communication with the business and within it streams
integrate the different it areas and the business
problem management & root cause analysis leading to products enhancement
data analysis to discover problem area trends and opportunity for improvements
increase speed of response / resolutions through a higher sense of urgency
what technical experience is required?
translating technical jargon into business language,
core knowledge of itsm (incident, problem and configuration and change management),
strong understanding of it architecture
quickly assessing business impact and what is needed to mitigate while working in a high intensity crisis.
what technical experience is nice to have?
outsource providers' experience
experience of a matrix organization
prior experience improving quality of solutions
the operations managershould focus on minimizing disruptions to the business by being brilliant at the basics (ensuring a quick response on failure tickets, problem solving adherence, preventing tickets being caused by intervention and so on) ensuring the organization is adding value to the business