Country Manager

2 weeks ago

Cape Town, South Africa Capital Edge Recruitment Full time

A leading secure cloud transformation and managed services business based in London and Cardiff in the UK is looking for a Country Manager to help scale up their offshore operation in Cape Town.

The business has developed rapidly and continues to grow strongly driven by high levels of demand for Cyber security services and digital transformation.

**About the company**:
Organisations don’t change, people do. In a world of fast-paced technology change, many organisations need support to help their people adopt the new ways of working that will enable the business change that’s needed to stay secure, meet client and employee needs and deliver a great service. Our client recognises that technology on its own does not deliver change or benefits, and it offers technology adoption services alongside excellent technical consulting to enable their clients to achieve their business goals.

**The Role**:
The SA country manager will be a key member of the Senior Leadership Team responsible for all day to day running of operations in Cape Town and will be the main liaison between the Executive Board and the Cape Town operation. In the initial phases we would expect that the Country Manager will help with finding a suitable office and spearhead recruitment.

**Main Responsibilities**:
**Delivery and KPIs**
- Find suitable premises, procure IT equipment, comms lines, insurance etc
- Lead recruitment of technical engineers and consultants
- Effectively manage the multi-disciplinary (potentially full-time, contract and 3rd party partner staff) team in SA;
- Ensure the team is trained appropriately on systems and processes and that the service model between the UK, SA and any other service centres (such as the Philippines) is clearly defined and followed;
- Achieve SLAs, and deliver high levels of customer service, in a cost effective manner;
- Manage communications, both internally and externally, in line with the agreed communications plan and Delivery Framework;
- Collaborate with the rest of the Operations function (in the UK and Philippines) to produce accurate and timely forecasting, reporting, scheduling and expectation management; and
- Effectively provide support and incident management, as well as change and problem management.
- Ensure strong alignment with UK professional services team against utilisation and quality of delivery
- Ensure core values are up held within the region driving personal growth for all members of the team

**Knowledge and Skills**:

- Experience in managing an IT service centre, ideally in off-shore operation;
- Understanding of company accounts and financial management in order to run the operation cost effectively. Working within budgets and focused on cost optimisation is essential to the role;
- Solid experience and understanding of how to manage a diverse team of technical engineers and consultants;
- Collaborative and inclusive approach, with ability to balance competing demands and work co-operatively with all stakeholders;
- Ability to multi-task across range of projects/tasks at any one time;
- Excellent communication skills - written and oral;
- A team player, who can be relied upon to work within an agreed strategy, framework and set of processes, but also possessing strong self-reliance and the ability to take decisions locally with limited supervision;
- Good attention to detail, time management and ability to deliver on agreed commitments;
- Growth mindset;
- Experience in communicating at all levels within a business;
- Good understanding of ITIL service delivery framework or similar; and
- Available to travel to the UK at least 4 times a year

**Desirable**
- Experience in setting up offshore operations
- Management of Service Desk that have developed as the organisation has grown
- Understanding of core performance metrics for a professional services organisation
- Knowledge if ISO27001 and ISO9001
- Awareness of the Microsoft Cloud stack concepts

**Education & qualifications**
- Degree or equivalent
- At least 10-years’ experience of managing IT service delivery.

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