Operations & Customer Service (OCS) Manager / Site Manager - SİCPA | Vakansiya

Role The Operations & Customer Service (OCS) Manager / Site Manager is responsible for ensuring the reliable delivery, servicing, and operational continuity of SICPA’s solutions in Azerbaijan. This role combines operational leadership, customer service excellence, and site accountability. The position ensures that contractual commitments to business stakeholders are met with the highest standards of quality, security, compliance, and performance. The successful candidate will act as the primary operational interface with the Customer and will ensure that the site operates safely, efficiently, and in alignment with SICPA’s global standards. Key Responsibilities Operations & Service Delivery Lead and manage all local Operations & Customer Service activities related to SICPA’s solutions. Ensure contractual services are delivered in full compliance with SLAs, KPIs, security standards, and operational guidelines. Monitor service performance, analyze incidents, and implement corrective and preventive actions. Act as first-level escalation point for operational issues and customer incidents. Drive continuous improvement initiatives to enhance system reliability, service quality, and operational efficiency. Ensure proper management, safeguarding, and traceability of sensitive materials, equipment, and assets. Site Management & Compliance Assume full responsibility for the day-to-day management of the operational site. Ensure strict compliance with SICPA’s security policies, quality standards, and ethical guidelines. Guarantee adherence to local regulations, health & safety requirements, and contractual obligations. Oversee site infrastructure, operational readiness, and resource availability. Ensure a secure, controlled, and structured operational environment consistent with SICPA’s standards. Customer & Stakeholder Interface Act as the designated operational Point of Contact for the customer. Maintain strong, professional relationships with customer representatives and key stakeholders. Ensure high levels of customer satisfaction and proactively address risks or concerns. Support the commercial teams in identifying service expansion opportunities where relevant. Team Leadership & Development Lead, coach, and develop the local OCS team. Allocate resources effectively to ensure optimal service coverage and responsiveness. Set clear performance objectives aligned with contractual and operational commitments. Foster a culture of accountability, integrity, security awareness, and continuous improvement. Profile Master’s degree ideally from an European academic institution. Proven experience in operations, service delivery, or site management roles, ideally in technology-driven or secure production environments. Experience in the Oil & Gas industry is a strong advantage. Experience working with both public and private sector is a strong advantage. Solid understanding of SLA/KPI-driven service environments. Experience in production, manufacturing, or secure operational settings. Strong knowledge of incident management, root cause analysis, and continuous improvement methodologies. Experience in asset management, including inventory control and safeguarding of sensitive materials. Strong leadership and team management skills. Excellent stakeholder management and communication abilities. High level of integrity, reliability, and security awareness. Ability to operate effectively under pressure in mission-critical environments. Fluent in English (C1 level required) and Azerbaijani (written and spoken). Why Join Us? Join a global leader in trust technologies with a mission that matters. Be at the strategic heart of a financially sound and innovation-driven company. Collaborate with high-level experts and work on impactful international projects. Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged. Please indicate the position title in the subject line of your application and send your CV to   [email protected] Only candidates whose experience closely matches the key requirements will be contacted.