Ops Manager: Service Operations

2 months ago

Centurion, South Africa BCXP Full time

Business unit, Department, Reporting Business Unit Operate Department IT Operations Centre (ITOC) Job grade/level M6
Core Description
To be responsible for leading and managing the support team within the IT Operations Centre (ITOC) by overseeing the delivery of services, within the dedicated incident response centre and provide support for IT Service desk offerings and solutions in accordance with business processing requirements and operational and service level agreements, that will ensure effective and efficient Customer Services are delivered according to the agreed contracts, SLA management activities and aligned with operational policies, processes, and guidelines. Key Deliverables / Primary Functions
- Manage customer accounts by monitoring levels of customer satisfaction and contracts to ensure that corrective action is taken where necessary and proactively identify opportunities to maximise customer satisfaction through customer business insights and relationship building with key employees and manage driving costs effectiveness.
- Takes responsibility for a substantial part of operational service delivery, including handling exceptional events, quality and level of service, workload scheduling and utilisation according to documented service level agreements.
- Take responsibility for the provision of adequate, accurate and timely reports on actual service levels achieved compared with the targets set in SLAs, ensuring that significant failures to meet target are brought to the attention of superiors.
- Produce reliable cost, effort and risk estimates and project plans, and document these and the conclusions reached to provide the technical content of sales proposals.
- Demonstrate the technical feasibility of proposed solutions, especially where integration of diverse hardware and software is involved.
- Manage the team to optimise productivity and utilisation. Core Functional Skills & Capabilities Customer Management Risk Management Service Level Agreement (SLA) Management Contract Management Team Management Core Behavioural Competencies Job Match Delivering Results Planning & Organising Presenting and Communicating information Relating and Networking Leading and supervising Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience 3 years’ experience in ICT call centre and related infrastructure services, of which 2 to 3 years is at a management/supervisory level.

OR
5 years’ experience in ICT call centre and related infrastructure services, of which 3 to 4 years is at a management/supervisory level. Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Valid Drivers license Required to travel locally Workplace / Physical Requirements Hybrid Remote Worker Non-Billable
"BCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity."

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