Operations And Service Manager - Summary
The Operations and Service Manager is responsible for the end-to-end management of virtual application service delivery, encompassing all phases from initial onboarding and setup through stabilization, ongoing operations, and final offboarding. This role requires exceptional organizational, communication, and coordination skills to effectively manage multiple stakeholders, including customers, internal delivery teams, and other support functions. The Operations and Service Manager acts as the single point of contact for service-related issues, ensuring the successful delivery and maintenance of contracted services.
Responsibilities
Onboarding:
Prepare and coordinate all onboarding activities for new virtual application services.
Develop and manage comprehensive project plans, including Onboarding/Transition Project Plans where necessary.
Collaborate with the CAS Delivery team to confirm package setup processes and timelines.
Deliver key user training on tools and processes, leveraging KM Champions for support.
Facilitate kick-off sessions with customers to review contracted service details.
Establish a robust governance framework between the CDM (Customer Delivery Manager) and the Delivery team.
Maintain clear and consistent communication with all stakeholders involved in service launch.
Stabilization, Operations & Offboarding
Orchestrate effective collaboration between CAS delivery teams and the customer.
Oversee the successful outcome of fixed packages, guaranteeing the timely and accurate delivery of contracted services.
Consolidate and report key performance indicators (KPIs) – including ticket counts, status updates, and completion – to both the customer and internal teams.
Act as the primary point of contact for addressing all service-related inquiries and resolving issues.
Facilitate seamless communication between customers and CAS Delivery Owners/Offerings.
Create and maintain up-to-date operational manuals, ensuring knowledge is consistently shared across delivery teams.
Lead regular governance meetings with customers, providing comprehensive status reports and meeting minutes.
Proactively identify, collect, and communicate potential service improvements to delivery teams.
Conduct on-demand customer meetings to address specific needs.
Collaborate effectively with Delivery Excellence and Cross-Topic teams.
Leverage data effectively to support service setup, agenda planning, and informed decision-making.
Analyze performance reports to identify areas for improvement and support effective decision-making.
Manage the complete offboarding process for virtual application services, ensuring a smooth transition.
Qualifications
Demonstrated experience in successfully managing the full lifecycle of virtual application service delivery.
Exceptional communication, interpersonal, and organizational skills.
Ability to manage multiple concurrent projects and stakeholders efficiently.
Strong problem-solving and analytical capabilities.
Experience in project management.
Advanced proficiency in English and Spanish.
Experience working with SAP.
Familiarity with ITIL framework (preferred).
Why build your carrer at Meta?
We offer autonomy, clear goals and a dynamic and challenging environment, where professionals have the opportunity to interact with different technologies, participate in all types of projects, bring new ideas and work from anywhere in Brazil and (why not?) anywhere in the world. In addition, we are one of the best companies to work for in Brazil according to Great Place to Work and one of the 10 fastest growing technology companies in the country for 3 consecutive years, according to Anuário Informático Hoje.
What are our values?
- We are people serving people
- We all think and act like owners
- We are hungry for performance
- We grow and learn together
- We pursue excellence and simplicity
- We have innovation and creativity in our DNA
All people are welcome regardless of their condition, disability, ethnicity, religious belief, sexual orientation, appearance, age or others. We want you to grow up with us in a welcoming environment full of opportunities.
Did you relate? Then, #ComeBeMeta!
