Overview

Phillips Outsourcing Limited is recruiting a Director of Operations and Customer Service on behalf of an international technology company. This role requires strong leadership in operations management and customer service to impact governance and drive national prosperity through technology solutions.

Key Responsibilities

Lead and manage the servicing and support of technology solutions within the country, ensuring compliance with contractual obligations.
Define and implement local Operations and Customer Services strategy and operating model.
Oversee the development and management of the Operations and Customer Services organization for efficient resource use and operational excellence.
Serve as the primary point of contact for customer accounts, building strong technical account management relationships.
Act as the senior escalation point for critical incidents and high-priority customers.
Establish and lead the Operations and Customer Services structure to ensure contractual services are delivered within budget and according to service level agreements.
Maintain a structured support environment for efficient incident response and service request handling.
Identify root causes of recurring issues and implement improvements to enhance service stability.
Lead continuous improvement initiatives and oversee customer experience management.
Oversee operational processes supporting order management, billing, and commercial arrangements.
Develop and manage partnerships and service networks for cost-effective and compliant service delivery.
Support the deployment of technology solutions in collaboration with project management and system integration teams.
Promote strong cross-functional collaboration for seamless transition from project delivery to operational support.

Requirements

Postgraduate degree in Business Administration or equivalent professional experience in service delivery or operations leadership.
Minimum of 10 years of senior leadership experience in operations and customer service management, preferably in technology-enabled or traceability-related environments.
Experience in international or matrix organizations is an advantage.
Solid background in production or manufacturing environments.
Proven expertise in designing and implementing customer service strategies aligned with business objectives.
Strong analytical and problem-solving skills, particularly in escalation management and root cause analysis.
Fluent in written and spoken English and at least two major local languages.
Experience in asset management (planning, inventory control, tracking, and auditing).