Operations Manager (Support Operations Lead)

About the role

We are looking for an Operations Manager to lead the implementation of the Optimize Helpdesk strategy and drive operational excellence across our global Helpdesk team. The role partners with stakeholders to establish standards, improve processes, and ensure alignment with the Helpdesk roadmap.

Key responsibilities

• Support the rollout of the Optimize Helpdesk strategy and act as the primary liaison for stakeholders.
• Develop and maintain Standard Operating Procedures (SOPs) and training documentation.
• Identify operational gaps, resolve escalations, and drive continuous improvement.
• Collaborate with Operations and Optimize leaders to create and enforce operational standards.
• Manage vendor relationships and procurement processes throughout the service lifecycle.
• Lead virtual teams across multiple time zones and ensure consistent, high‑quality support.

Required profile

• Bachelor’s or graduate degree with an outstanding academic record.
• Minimum 7 years of professional experience, including at least 5 years in Vendor Management Office or Procurement Operations within a global organization.
• Proven ability to drive change, meet deadlines, and influence senior leadership without explicit mandates.
• Strong communication and interpersonal skills, capable of presenting to a global audience.
• Experience working in ambiguous environments and managing unpredictable outcomes.

Required skills