Operational Enablement Manager

This is a fully remote position, open to applicants in Cyprus.

📋 Description

• Take ownership of, implement, and manage the complete operational and financial lifecycle of our cloud Managed Services portfolio.

• Drive quantifiable enhancements in client service quality, margin performance, and consistency in delivery.

• Standardize our service delivery, measurement, and continuous improvement processes at scale.

• Establish and expand an internal Center of Competency that enhances practice-wide capabilities and captures institutional knowledge.

• Govern ITSM-aligned processes throughout the entire service lifecycle; standardize delivery workflows, transition frameworks, and continuous improvement protocols.

• Oversee comprehensive project management from initiation to closure; integrate AI-assisted automation to transition operations from a reactive to a proactive stance.

• Manage the financial aspects of service subscriptions with a focus on cost optimization, margin performance, and commercial obligations.

• Ensure alignment across delivery constraints, SLA commitments, and performance metrics; connect Delivery with cross-functional teams to translate operational insights into scalable, productized service components.

• Manage allocation, utilization, and capacity planning across the portfolio; define competency profiles and enablement programs that bridge capability gaps and promote structured team growth.

• Drive operational and organizational change within the team; create adoption plans, communicate transitions effectively, and embed sustainable change, making continuous improvement a core operational value.

⛳️ Requirements

• Extensive hands-on experience in cloud-managed services operations within a professional services setting.

• In-depth practical knowledge of ITSM frameworks in complex, client-facing delivery environments.

• Proven experience managing operational financial models: forecasting, service planning, cost optimization, and margin analysis.

• Strong foundation in project management principles: risk, change, scope control, escalation, and stakeholder management across multiple concurrent engagements.

• Familiarity with automation frameworks and AI-assisted tools applied to service operations.

• Proficient in ITSM platforms (e.g., ServiceNow, Jira), project management tools (e.g., MS Project, Asana), and knowledge management systems (e.g., Confluence, SharePoint).

• (Preferred) Knowledge of CCaaS platforms and CX infrastructure operations (e.g., Genesys Cloud or similar enterprise contact center solutions).

🏝️ Benefits

• Culture of relentless performance: join a high-performing technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive pay and benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• ForeverRemote work culture: embrace the flexibility that comes with remote work.

• Growth mindset: take advantage of various professional development opportunities, including certification programs, mentorship, talent investment programs, internal mobility, and internship opportunities.

• Global impact: collaborate on significant projects for top global clients and influence the future of industries.

• Welcoming multicultural environment: be part of a dynamic global team and thrive in an inclusive and supportive workplace with open communication and regular team-building company social events.

• Social sustainability values: engage in our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.