Client Services Operations Manager

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The Client Services Operations Manager works closely with colleagues from all Services divisions to manage all aspects of service delivery into the various service delivery contracts within their client(s) and ensure the continued focus on the execution of the agreed service plans and initiatives. The Client Services Operations Manager ensures the integrity of the services provided by the Dimension Data Group.

The primary responsibility of the Client Services Operations Manager is to plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery. These individuals contribute to the definition and management of the Services Delivery strategy and execution thereof into their clients.

They hold subject matter knowledge spanning Infrastructure and/or Application aligned to the Dimension Data Group Go-To-Market Practices

Enterprise IT Governance

Reviews current and proposed information systems for compliance with the organisation's obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy. Provides specialist advice to those accountable for governance to correct compliance issues.

Service level management

Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the client negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Relationship management

Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from Clients and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance Client and stakeholder relationships.

Client service support

Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved. Drafts and maintains policy, standards and procedures for the Client service or service desk functions.

Ensures that the catalogue of requestable and supported services is complete and current.

Work Outputs

Manage the Service Delivery process.

The Client Service Operations Manager assists in defining, developing and communicating the service delivery operations process and procedures. They contribute to the identification of opportunities for optimal efficiency and drive continual improvements into the delivery process and procedure. This individual contributes to and participates in all initiatives to drive service improvement in order to gain optimal efficiency. They will assist in ensuring that the operational model for service operations is well defined, structured and continuously improved to deliver cost effective, client centric services that meet service level agreements to the service contracts.

Manage strategy implementation.

The Client Services Operations Manager provides input into the development of the tactical strategy and develops and implements a supporting operational strategy. These individuals will recommend best practice for the deployment and ongoing operations management and technical support for service contracts. They understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness. They will work with other Dimension Data service divisions to build best practice services for our clients.

They take responsibility for the management of services for strategic business change and ensure that services are aligned to the client’s business requirements. They will contribute to the development and implementation of a service management and delivery strategy for the services business.

Transition of service contracts

Working with the Transition Management teams this role is part of the transition of service contracts into the Dimension Data operation. They ensure that the right skills are deployed and adherence to all standards, processes, policies and work…