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Service Operations Manager

McKinsey & Company

McKinsey & Company

São Paulo, SP, Brazil
Posted on Monday, August 7, 2023
Technology & Digital

Service Operations Manager

  • Sao Paulo

Who You'll Work With

You will be based in our Sao Paulo office, working with the regional Information Technology team. You will work closely to office managers and other McKinsey colleagues to ensure technology usage.

What You'll Do

You will work closely with Technology Success Manager to understand customer’s experience, expectations and locations’ technology needs to define approach to deliver appropriately. You will ensure that location technology is operating & meets expected outcomes. You will also work closely with Technology Success Manager to develop executive reports to the regional leadership, leveraging existing KPIs and developing new KPIs when required.
You will measure operations, service, journey and support metrics to ensure successful delivery & make improvements. You will monitor customer service/journey experience & feedback to enable optimization by sharing feedback, experience & insights to journey and service teams.
You will ensure the team’s resources are organized to deliver expected outcomes along with collaborating with other teams on implementation of continuous improvements to team’s operating model. You will collaborate with other services teams coordinating the delivery of technology solutions into locations by team members in an organized manner; provides feedback & helps develop faster solutions delivery approaches.
You will also work closely with team leader to understand how team members are delivering journeys, services, and support, identifying knowledge gaps and training team on service & journey delivery/improvements.


  • University degree in IT or similar
  • 3+ years’ experience in IT
  • Operations management experience
  • People leadership
  • Strong communications skills
  • Experience with data interpretation
Apply Now
Job Skill Group - CSSA
Job Skill Code - ROM - Operations Manager I, Office Technology Experience
Function - Technology
Industry - High Tech
Post to LinkedIn - Yes
Posted to LinkedIn Date - Thu Jul 27 00:00:00 GMT 2023
LinkedIn Posting City - Sao Paulo
LinkedIn Posting State/Province -
LinkedIn Posting Country - Brazil
LinkedIn Job Title - Service Operations Manager
LinkedIn Function - Information Technology
LinkedIn Industry - Management Consulting
LinkedIn Seniority Level - Mid-Senior level