Service Operations Manager: Networking
3 days ago
One of our clients wants to grow their team and we are looking for a service operations manager in Networking and will also be working remotely. Networking operates as part of the Service Management Team in conjunction with the Global Centerof Excellence and is accountable for service delivery to the client in the provision of the highest level of client satisfaction and the successful continuance of business operations within NTT. They assist with the planning, building and support of delivering managed services and work with regional and local teams to meetbusiness objectives.
**Radford reference**:
**Key Roles and Responsibilities**:
- Proactively monitorand drive servicedelivery to clientsfrom the Operations Centre and / or CoE
- Manage client incidentsby investigating and providing solutions that help solve client problemsas escalated by team leadersand engineers in the Operations Centre and / or CoE
- Work with client advocacyteams to evaluateregional client reviewsto ensure proactive incident management at client sites
- Ensure that the standardclient information repository related to technology, operations manuals, etc is currentand accurate
- Create and maintain a comprehensive list of clientrequirements, scope of deliverables, technology and the deliverymodel
- Run the managedservices operations in alignment to the servicemanagement service operations (SMSO) process, delivering promised outcomes to our clients.
- Provide operational support and continuous service improvement post client handoverfrom TS (or other) teams
- Plan and implement trainingand development initiatives for direct reports
- Review training requirements for service operations teams
- Engage with clients for technical operations as part of routine operations
- Plan and implement key service improvement priorities based on a continual service improvement approach
- Feed continual service improvement priorities into automation team
- Lead the team in the implementation of strategic initiatives
- Measure, analyseand improve team’sdelivery capabilities
- Ensure that trackingand monitoring of performance of service deliverythrough all channels(human, digital, self-service, automated) is carriedout, metrics and reports are analysed, and issues are resolved
- Responsible for the day to day runningof the Operations Centre and/orCoE in line with the performance established by the business
- Ensure maximum up-time and the accurateand early responseto client operational issues
- Responsible for resource planningand work allocation to meet agreedservice levels
- Identify opportunities for continuous serviceimprovement
- Engage with clients for technical operations as part of routine operations
**Knowledge, Skills and Attributes**:
- Excellent organizational and team leadership skills (e.g Leading a highly technical team)
- Excellent communication skills - both verbal and written
- Negotiation skills
- Ability to collaborate with internal stakeholders and external clients
- Ability to understand budgetsand cost management
- Strong leadership skills includingeffective time management, prioritization and delegation of work
- Excellent focus on clientcentricity
- Highly focused on businessoutcomes
- Personnel Management, Mentoring
- Ability to guide the team throughtransformational objectives set out by the business
- Ability to communicate and work across different culturesand social groups
- Ability to work well in a pressurized environment
- Ability to adapt to changing circumstances
**Academic Qualifications and Certifications**:
- Typically requiressubstantial related experience with a Bachelor’s or equivalent degree;or
- CCNP certification; or
- extensive experience in either managing a network team and /or managing the delivery of a managed service to a client
- ITIL certification
- Relevant technicalcertifications within the Networking landscape will be and added benefit.
**Required Experience**:
- Substantial experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
- Substantial experience in management of people, processand technology
- A broad exposure to network technology, including: LAN, WAN, Wi-Fi, Core Services (DNS, DHCP, NTP, AD), Security, Network Monitoring
- Relevant experience in Networking architecture/ design will be an added benefit
- Experience in Service and Service Level Management will be an added benefit (e.g experience in managing a service agreement / contract with a client)
**Job Types**: Full-time, Permanent
Ability to commute/relocate:
- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)
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