Operational / Service Manager

As an Operational or Service Manager, you're responsible for ensuring cases flow properly, workloads are balanced, SLAs are hit, and issues are spotted early. You need tools that help you manage caseload and evidence performance without constant fire-fighting.

As a Operational Manager, you are responsible for:

Ensuring cases flow properly through workflows
Balancing workloads across team members
Hitting SLAs and performance targets
Spotting issues early before they escalate
Evidencing performance to senior management

You face pressures including:

Spreadsheets and inbox chaos for case management
No prioritisation system for cases
Constant fire-fighting mode
Can't evidence performance to senior management
Difficulty balancing workloads fairly

What Success Looks Like

For a Operational Manager, success means:

Cases flowing properly through defined workflows
Workloads balanced across team members
SLAs consistently hit
Issues spotted early before escalation
Clear performance evidence for reporting

Typical Frustrations & Blockers

Common challenges Operational Managers face:

Spreadsheets and inbox chaos for managing cases
No prioritisation system—everything feels urgent
Constant fire-fighting with no time for proactive work
Can't evidence performance to senior management
Difficulty balancing workloads fairly across the team

Relevant Solutions for Operational Managers

Explore hero domains that address your specific challenges:

Case Management

Manage cases with workflows, tasks, SLAs, and escalations built in.

Simple, actionable dashboards—not complex BI projects—showing what you need to know.

Enterprise Patterns That Matter to You

Understand how different work processes apply to your role:

Workflows & Tasks

Define workflows with tasks, statuses, and automated routing.

Workflows, tasks, SLAs, escalations—everything you need to manage cases properly.

Explore this pattern

Caseload Management

Balance workloads and prioritise cases effectively.

See who's doing what, balance workloads, and prioritise cases based on urgency and SLA.

Explore this pattern

Sector-Specific Views

See how Operational Managers fit into different sectors:

Housing

Operational management for housing services

Community Safety

ASB and community safety case management

How Case Cloud Helps Operational Managers

Direct benefits aligned to your specific needs:

Workflows, tasks, SLAs, and escalations built in

Caseload management with workload balancing

Simple, actionable dashboards (not complex BI projects)

Templates for common case types

No more spreadsheets and inbox chaos

Prioritisation system to focus on what matters

Clear performance evidence for senior management reporting

Example Scenarios & Success Stories

Real-world examples of how Operational Managers use Case Cloud:

Repairs Manager Improves SLA Performance

A Repairs Manager used Case Cloud to manage repair cases, improving SLA performance from 65% to 92%.

Outcome:

Fire-fighting reduced, and the team could focus on proactive maintenance.

Read case study

Who Else is Involved?

Typically, you'll partner with these stakeholders:

Operational Manager

Frontline Team Leader

Team tools and case processing

Service Director

Service alignment and reporting

Data Lead

Performance reporting

Recommended Next Steps

Your tailored path to getting started:

1

See Workflow Templates

Review workflow templates for common case types in your service area.

2

See Operational Dashboard Demo

See how operational dashboards help you manage caseload and performance.

3

Download Operational Guide

Get a guide to managing cases operationally with Case Cloud.

Ready to Transform Your Operational Manager Workflow?

Take the next step with options tailored for Operational Managers.

See Operational Dashboard Download Operational Guide