Service Planning & Operational Intelligence Manager

Description

Job Summary: Lead operational planning, contact center operations, and data intelligence to ensure operational excellence, predictability, and high service performance. Key Highlights: 1. Strategic leadership in mission-critical environments 2. Strong data-driven and customer-centric execution 3. Optimization of customer experience and productivity **Brief Job Description:** **Service Planning \& Operational Intelligence Manager** **POSITION SUMMARY** The **Service Planning & Operational Intelligence Manager** is responsible for integrated leadership across **operational planning, customer contact center, and data intelligence**, ensuring **operational excellence, predictability, and high performance of service operations**. This role serves as one of the key **orchestrators of Service Delivery**, connecting strategy, operations, and customer experience, with strong emphasis on mission-critical environments. It ensures that operations are: * **Responsive (continuous customer support)** * **Efficient (planning and resource allocation)** * **Scalable (infrastructure prepared for growth)** * **Intelligent (data-driven decision making)** With a **data-driven and customer-centric approach**, this role leads initiatives that increase productivity, elevate customer experience, and ensure continuous operational evolution. **KEY RESPONSIBILITIES** **1\. Integrated Leadership and Governance** * Lead service planning, customer support, and operational intelligence functions. * Establish a robust governance model focused on **operational discipline, predictability, and scalability**. * Foster a culture of **high performance, accountability, and data-driven decision making**. **2\. Customer Support Management** * Manage continuous customer support operations responsible for receiving emergency customer tickets. * Ensure excellence in: + Ticket opening and management + Service order creation and tracking + Communication with customers during critical situations * Ensure strict adherence to: + **Customer support and response SLAs** + Quality in incident logging and management * Drive continuous improvement of customer experience by reducing response times and increasing resolution rates. * Implement automation, digitization, and tools to enhance efficiency and traceability. * Act as the central integration point among customers, planning, and field operations. * Lead teams operating under continuous schedules, ensuring **engagement, performance, and operational stability**. **3\. Strategic Planning and Operational Capacity** * Ensure integrated demand and capacity planning, guaranteeing efficient allocation of technical resources. * Align support workflows with planning to ensure **rapid response and efficient execution**. * Develop predictive models to anticipate demand and critical events. Support strategic decisions regarding expansion, sizing, and prioritization. * **4\. Operational Intelligence \& Analytics** * Structure and lead the operational intelligence function with focus on data, metrics, and actionable insights. * Develop executive and operational dashboards supporting real-time decision making. * Integrate data from various operational domains to ensure end-to-end visibility. Promote process automation and digitization. * **5\. Operational Excellence and Continuous Improvement** * Lead continuous improvement initiatives (Lean, Six Sigma, automation). * Reduce inefficiencies such as: + Response time + Rework + Operational costs * Ensure compliance with standards and certifications (ISO and similar). Continuously evolve customer support, planning, and execution processes. * **6\. Stakeholder Management** * Serve as strategic partner to the following areas: + Operations + Projects + Commercial * Support client negotiations on critical support, SLA, and scope topics. Ensure alignment between commercial demand and operational capacity. * **7\. People Development** * Lead multidisciplinary teams. * Develop leaders and high-performance teams. * Establish succession plans and continuous capability development. * Promote a culture of ownership, accountability (*Own It*), and customer focus. **QUALIFICATIONS** **Mandatory** * Proven experience in: + Service operations management + Continuous team management (24x7\) + Operational planning * Strong analytical capability and strategic vision Experience in mission-critical environments * **Preferred** * Experience with contact centers, service desks, or critical operations * Knowledge of BI tools (Power BI, Office, etc.) * Experience in automation and digital transformation Intermediate English * **EDUCATION \& CERTIFICATIONS** * Bachelor’s degree in: + Engineering + Business Administration + Logistics + Economics or related fields + **KEY COMPETENCIES** * Strategic leadership * Results orientation * Strong analytical mindset * Decision making under pressure * Management of critical operations * Executive communication * Customer focus Systemic thinking * **SUCCESS METRICS (KPIs)** **Customer Support** * Support SLA (response time) * Ticket / service order opening time * Resolution rate * Customer satisfaction level **Planning** * Resource utilization * Plan adherence * Service delivery time **Operations \& Intelligence** * Productivity * Forecast accuracy * Reduction of inefficiencies