Head of Managed Service

3 weeks ago

Cape Town, South Africa RIB Software Full time

**Job Title**: Head of Managed Service

**Location**: South Africa

**Job Type**: Full-time

Fueled by transformative digital technologies and trends, RIB is dedicated to propelling the engineering and construction industry forward, making it more efficient and sustainable.

Managing the entire building lifecycle from planning to construction, our robust portfolio of software solutions is developed with industry expertise and a commitment to staying at the forefront of technology. Our goal is to connect people, processes, and data innovatively, ensuring that customers consistently complete projects within budget, on time, and with quality, while reducing their carbon footprint.

RIB Software is a proud member of Schneider Electric.

**Job Summary**:
**Key Responsibilities**:
**1. Execute Managed Services Strategy**:

- Implement and execute the strategy for managed services, covering service design, delivery, operations, and performance management.
- Ensure alignment with organizational goals and objectives.

**2. Leadership and Team Management**:

- Provide strong leadership, direction, and guidance to the managed services team, fostering a high-performance culture.
- Ensure the delivery of high-quality services to clients, meeting or exceeding service level agreements.

**3. Continuous Improvement and Innovation**:

- Cultivate a culture of continuous improvement and innovation within the managed services team.
- Identify and implement new technologies and best practices to optimize service delivery.

**4. Operational Monitoring**:

- Implement operational monitoring for various products within the Managed Service Centre.
- Develop and maintain a robust monitoring system to ensure real-time visibility into service performance and prompt issue resolution.

**5. Proactive Infrastructure Issue Resolution**:

- Take a proactive approach to identify and resolve customer infrastructure issues promptly, ensuring mínimal impact on service delivery.
- Collaborate with cross-functional teams to address and mitigate potential issues.

**6. Performance Metrics and Quality Improvement**:

- Monitor and analyze service performance metrics, working closely with the team to continuously improve service quality and enhance client satisfaction.
- Provide comprehensive performance reports as required, offering insights into service metrics, improvements, and areas for optimization.
- Collaborate with stakeholders to ensure transparent communication on service performance.

**7. Product Consolidation and Efficiency**:

- Collaborate with various teams within the organization to identify products suitable for consolidation into the Managed Service Centre, improving efficiency, and optimizing costs.

**8. Cost Management**:

- Manage Global Azure costs effectively.
- Ensuring that service delivery to clients is performed in a cost-efficient manner.
- Implement strategies for ongoing cost optimization without compromising service quality.

**9. Budget Management**:

- Develop and manage the budget for managed services, ensuring effective resource allocation and cost control.

**10. Compliance and Risk Management**:

- Ensure compliance with all relevant legal, regulatory, and contractual requirements, including data privacy and security.
- Mitigate risks associated with service delivery and operations.

**Qualifications and Experience**:

- Bachelor’s degree in Information Technology, Computer Science, Business Management, or a related field.
- Proven experience of at least 5 years in a leadership role within managed services, preferably with global responsibilities.
- Strong understanding of service design, delivery, and performance management.
- Demonstrated ability to foster innovation and continuous improvement.
- Experience in operational monitoring of various products.
- Proven track record in proactive infrastructure issue resolution.
- Experience in budget management and cost optimization.
- Excellent communication and interpersonal skills.
- Knowledge of relevant legal, regulatory, and contractual requirements.

**Job Types**: Full-time, Permanent, Learnership

**Salary**: R1 500 000,00 per year

**Education**:

- Bachelors (required)

**Experience**:

- managed services: 5 years (required)

**Language**:

- English (required)

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