Service Operations Manager

Reference: 10302 AV
Consultant: Anneke Viviers 

Job Description: 

• Operational support for all the company’ clients
• Remote Support.
• Onsite Support.
• Project Management.
• Client installations.
• Identify client incidents/fault trends.
• Ensure fault/incident categories and subcategories are correct.
• Manage the team to meet expected KPIs.
• Ensure the team identifies problem sites and implement long term fixes.
• Work with client IT teams to evaluate regional client reviews to ensure proactive incident management at client sites.
• Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate.
• Department profitability is maintained.
• Manage 3rd Party service teams to set KPIs
• Ensure all jobs undertaken follow the required process.
• Client management and issue management
• Department profitability is maintained.
• The Project Director will report into this role.
• Ensure all projects are managed according to the agreed project management methodology.
• Project quote, cost management and team management to agreed KPIs is essential.
• Department profitability is maintained.
• Although the Project Managers direct the installation teams the service falls within this roles’ remit.
• Ensure all sign-off, processes and delivery are managed to client expectations.
• Installation Team performance is managed to agreed KPIs.
• Department profitability is maintained.
• Create and maintain a comprehensive list of client requirements, scope of deliverables and KPIs.
• Design and deliver continuous service improvement programs.
• Plan and implement training and development initiatives for the teams who report to you.
• Engage with clients for feedback, areas of improvement and to ensure clients are happy with the company’s performance.
• Lead the team in the implementation of strategic initiatives.
• Continually measure, analyse, and improve team’s delivery capabilities.
• Ensure maximum client network uptime.
• Responsible for resource planning and work allocation to meet agreed service levels and KPIs.
• Attend off site meetings with customers.
  
• Carry out internal audits of policies and procedures  

Qualifications: 

• 2 years’ experience in Information Technology Industry
• Training in networking and relevant Information Technology qualification
• Drivers Licence
• Substantial 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)
• Demonstrated experience in organisational change management (transformational experience)
• Substantial experience in the management of people, process and technology
• Ability to solve problems
• Able to use initiative
• IT and Installation knowledge and experience

How to Apply: 

• Email your comprehensive CV to exceedhr@exceed.co.za. 
• If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system. 
• We reserve the right to only conduct interviews with candidates of choice. 
• Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful. 

 

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