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Global Operations Manager

ICL Services and solutions d.o.o.



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ICL Services is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals’ annual rating (IAOP) and core partner of Fujitsu. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.

What we offer:

A full-time employment contracts
An opportunity to work on challenging projects with some of the world's largest Companies from UK, Western, Central Europe and Nordic countries

Compensation package:

Rewarding system with several types of Bonuses
Private health insurance
Day-off for the exam preparation
Day-off for Saint Patron’s Day (slava) also when it is on non-working day
Possibility to have up to 26 vacation days
Every newborn child receives a gift (300euros) from the Company
Possibility of international business trips

Opportunities for advancement within the Company:

20% of employees got salary raise or carrier growth
Opportunity to participate in various corporate programs 
Interesting, creative, motivating, challenging and dynamic team-buildings 
A highly professional and very friendly team you will enjoy being a part of
Opportunity to be a part of socially responsible business (various activities to support our employees and community generally)

Human corporate culture:

90% like the atmosphere in the company
94% trust the professionalism of colleagues and ask them for help in difficult situations
Comfortable office
Overtime working hours are recorded and compensated

Role Description

Manages a team of Operational Teams Managers (Ops managers and/or Team Leads) and Cross-Functional Process Managers 

·         across diverse geographic locations

·         across more than 1 service towers (DataCenter, RIM, BAS, ServiceDesk, etc.)

and focused on ensuring and maintaining smooth and reliable operations across all services delivered to End Customer. Demonstrates customer centric mindset and solid knowledge of all operational areas. The role holder is accountable for the quality and result of operational activities. Responsible for the development and improvement of the services in line with agreed Operational Service Levels and cost base.


·         Establish, control and oversee delivery of operations through monitoring and reporting and developing additional (next to contractual) metrics where required

·         Set and cascade business/service objectives and targets to the teams

·         Protect the live service & service infrastructure with appropriate rigor

·         Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required

·         Work closely with the Project Management to ensure new services are properly handed over to Operations

·         Owns service risks and productivity improvements to support operations and continually improve cost effectiveness via CSIP

·         Ensure that standard processes and procedures are followed by all teams, including third parties

·         Provide reasonable assistance in the resolution of Incidents, even if the cause is not within the scope of Services.


·         More than 2-3 years of experience on Team Leader position

·         More that 1-2 years of experience on Operations Manager position

·         Fluent Speaking English

·         Experience in collaboration with the external Customer, managing his expectation

·         Strong technical background in technologies and areas: Active Directory, DHCP, DNS, Networks, Databases, Virtualization, Orchestration, Monitoring, Wintel Servers, Unix Servers, Office 365, Citrix, VDI, Azure, SAP, End User Services, Data Center Services, Global Service Desk 

·         Ability to demonstrate strong skills in the following people and service management areas:

1.      Chrysis management

2.      Ability to inspire and motivate people

3.      Presentation skills (self-presentation, presentation tools usage expertise, presentation leading techniques)

4.      Operations management

5.      Risk management

6.      CSIP management

7.      ITIL practices

8.      Scope Control

9.      Teambuilding techniques

ICL Services and solutions d.o.o.

ICL Services posluje na međunarodnom tržištu od 2006. godine. Jedna je od najvećih i najstarijih ruskih IT kompanija koja je trenutno u top 100 svetskih kompanija koje u oblasti outsourcing-a i ključni partner Fujitsu kompanije.Danas kompanija “ICL Services” broji više od 1.000 zaposlenih koji uspešno sarađuju sa preko 80 krupnih klijenata iz 30 država sveta (Eurobank, Auchan, Kelly Services, British Petroleum, Australia Airline, Itella, Leroy Merlin), i pružaju…

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