Managed Services Operations Manager

Description

Oversees the coordination of customer service and support activities which may include the delivery of pre-and post-sales services, customer care and retention, installation, technical support, repair, and maintenance of the organization’s products.

Operations management:

Responsible for the day to day running of the Operational tasks in line with the performance measures established by the business and ensure maximum uptime and accurate and early response to client operational issues.

Run the managed services operations in alignment with the service management service operations (SMSO) processes, delivering contracted outcomes to our clients.

Service delivery management:

Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model.

Responsibility for resource planning and work allocation to meet agreed-on service levels.

Investigate and solve client problems that have been escalated by the client and operational teams.

Assist with complaint handling or any major incidents that require intervention and ensure the prompt resolution of these incidents.

Follow established procedures in terms of major incidents, root cause analysis, problem management, communication and incident management.

Continuous service improvement:

Engage with clients for technical operational requirements as part of routine operations.

Plan and implement key service improvement priorities based on a continual service improvement approach and feed continual service improvement priorities into the automation team.

Research new techniques and alternative methods to increase efficiency.

Client satisfaction:

Apply necessary processes and procedures to meet or improve client satisfaction requirements, as defined by the business.

Assist with the development of client service policies, procedures and standards that will ensure the continued satisfaction of Dimension Data clients.

Engage internal teams, Dimension Data stakeholders and clients to capture client feedback and/or to discuss possible improvements to services provided.

People management:

Responsible for the day to day management of the team, creating and executing plans and reporting on the activities required by the business.

Ensure that employees reporting to them are motivated, engaged and understand their career opportunities, by taking responsibility for the training and development of their team members.

Guide the team through transformational objectives set out by the business.

Relationship management:

Implement stakeholder engagement/communications plan.

Deal with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.

Collect and use feedback from customers and stakeholders to help measure the effectiveness of stakeholder management.

Assignments received include goals and the process by which to meet the goals.

Gives direction to employees according to established policies and management guidelines.

Applies judgement within defined policies and procedures

Qualifications & Experience

General qualification in Technology (Technology Diploma / Degree)

Certifications required & optional

ITIL foundation certification (V3 or latest)

Safe Agile

Azure

AWS

VMware

Management Diploma / Degree

MBA

Work experience required

12-14 years work experience

At least 10 years experience in the management of people, process and technology

Relevant experience in Data Centre, Collaboration and Microsoft stack

Good organisational and effective team leadership skills

Required level of leadership and management experience to manage larger teams and collaborate and influence senior managers

Experience in organisational change management (transformational experience)

Understands budgets and cost management

Strong leadership skills including effective time management, prioritisation and delegation of work

Experience in coaching and mentoring teams on a daily basis

Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc.)