Service Operations Manager

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 implements 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
• 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
• Although the Project Managers direct the installation teams, the service falls within this role’s remit
• Ensure all sign-off, processes and delivery are managed to client expectations
• Installation Team performance is managed to agreed KPIs
• 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

• 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

• 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.