Sales and Operations Manager ( IT)

Location: Kochi , Kerala

Position Type: Full-time

Reports To: CEO

Job Summary:

The Sales and Operations Manager is responsible for overseeing and managing a team of 3 IT sales professionals and 2 IT support engineers. This role is pivotal in ensuring the efficient day-to-day operations of the center, which includes sales process management, service delivery, and coordination with suppliers. The Sales and Operations Manager will play a critical role in achieving sales targets, delivering high-quality IT support services, and maintaining strong supplier relationships.

Key Responsibilities:

1. Sales Management:

• Lead, mentor, and manage a team of 3 sales professionals, setting clear goals and KPIs for the team.
• Develop and implement sales strategies to achieve revenue targets and growth objectives.
• Monitor and assess sales team performance, providing regular feedback and coaching to drive results.
• Analyze market trends, customer needs, and competitor activities to identify new opportunities.

2. Service Delivery:

• Oversee the IT support team and ensure timely and high-quality service delivery to clients.
• Develop and maintain service level agreements (SLAs) and performance metrics.
• Continuously improve service processes to enhance efficiency and customer satisfaction.
• Resolve escalated service issues and manage customer complaints to ensure a positive client experience.

3. Supplier Coordination:

• Manage relationships with key suppliers, negotiating contracts and ensuring compliance with agreements.
• Monitor supplier performance, quality, and delivery timelines.
• Identify and onboard new suppliers as needed, ensuring a diverse and reliable supplier network.
• Work closely with suppliers to optimize costs and improve overall operational efficiency.

4. Team Leadership:

• Recruit, train, and develop the sales and IT support teams to ensure a high-performing workforce.
• Conduct regular team meetings, setting priorities, and fostering a collaborative and positive work environment.
• Monitor employee performance and provide ongoing coaching and feedback.

5. Reporting and Analysis:

• Prepare regular reports on sales performance, service delivery, and supplier performance.
• Use data and key performance indicators to make informed decisions and drive process improvements.
• Identify areas for optimization, cost reduction, and revenue growth.

Qualifications and Requirements:

• Bachelor's degree in Business, Sales, Operations Management, or related field. MBA is a plus.
• Proven experience in sales and operations management, with a minimum of 5 years of relevant experience.
• Strong leadership and team management skills.
• Excellent communication and negotiation abilities.
• Analytical mindset with the ability to use data for decision-making.
• Exceptional organizational and problem-solving skills.
• Proficiency in using relevant software and tools for sales and operations management.
• Familiarity with IT support services and supplier coordination is a plus.