Service Operations Manager

SUMMARY:
A global leader in digital communication and retail marketing solutions is looking for a Service Operations Manager to oversee operations across three regions.

POSITION INFO:
Duties and responsibilities:
Operational support for all the company’s 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 the company and 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

• Matric
• 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
• Excellent organisational and team leadership skills
• Excellent communication skills – both verbal and written
• Ability to collaborate with internal stakeholders and external clients
• Ability to understand budgets and cost management
• Strong leadership skills including effective time management, prioritisation and delegation of work
• Excellent focus on client centricity
• Highly focused on business outcomes
• Ability to guide the team through transformational objectives set out by the business
• Ability to communicate and work across different cultures and social groups
• Ability to work well in a pressurised environment
• Ability to adapt to changing circumstances
• Proven people management skills /experience
• Previous experience of stock management
• Knowledge of targets, strategies and KPI’s
• Experience in decision making
• Experience in problem solving and complaints management
• IT literate