This talk will present the recent evolution undergone by the ESO-Paranal Science Operations department, and will describe the related changes in its management structure and day-to-day operational activities. A particular emphasis will be given to the aspects of quality management and to the improvements expected in the areas of user and instrument support, as well as data quality. We will also report on the staff training associated with the new model, how department projects are managed, and how operational performances are closely monitored through the use of metrics. Finally we will detail a new remote-access facility located within our Santiago premises, with the purpose of enhancing the support of operational activities of technical nature.