Job Description
Do you want to bring insight and objectivity to critical workforce queries
Come grow your career with SHL
Are you passionate about operational excellence and delivering exceptional customer outcomes As a
Production Customer Operations Manager, you will play a critical leadership role in ensuring production stability, customer satisfaction, and cross-functional alignment across the organisation. You will act as the bridge between Production Support, Technology, and Customer-facing teams - driving prioritisation, handling escalations, overseeing release readiness, and ensuring SLA adherences are consistently met.
A great benefits package is offered in a culture where career development, with ongoing manager guidance, collaboration, flexibility, diversity, and inclusivity are all intrinsic to our culture. There is a huge investment in SHL currently so there's no better time to become a part of something transformational.
What You Will Be Doing
- Own operational oversight of customer-impacting production services, ensuring timely resolution, prioritisation, and transparent communication.
- Guide escalation management for critical customer issues, balancing business impact and technical constraints.
- Provide visibility of production health, SLA performance, and key metrics to stakeholders.
- Drive cross-functional collaboration across Technology, QA, Commercial, and Customer Support teams to improve service quality and operational efficiency.
- Build, drive, and develop a high-performing team focused on customer experience, productivity, and continuous improvement.
What we are looking for from you
Essential
- Proven experience in Production Operations, Service Delivery, Customer Operations, or a similar role.
- Strong knowledge of SLA governance, incident prioritisation, and escalation management in a production environment.
Desirable
- Experience working within Agile environments and tools such as Jira and Confluence.
- Experience operating in a global and multi-product organisation.
Get In Touch
Find out how this one-off opportunity can help you to achieve your career goals by making an application to our knowledgeable and friendly Talent Acquisition team. Choose a new path with SHL.
About Us
- We unlock the possibilities of businesses through the power of people, science and technology.
- We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
- When you inspire and transform people's lives, you will experience the greatest business outcomes possible. SHL's products insights, experiences, and services can help achieve growth at scale.
What SHL Can Offer You
Diversity, equity, inclusion and accessibility are key threads in the fabric of SHL's business and culture (find out more about DEI and accessibility at SHL )
- Employee benefits package that takes care of you and your family.
- Support, coaching, and on-the-job development to achieve career success
- A fun and flexible workplace where you'll be inspired to do your best work (find out more LifeAtSHL )
- The ability to transform workplaces around the world for others.
SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.
