Operations Manager

4 weeks ago


Woodmead, South Africa Parvana Strategic Sourcing Full time

**Client Details**:
Our client is an expert provider that employs top-tier technology and industry best practices to develop, execute, and manage ICT-driven business solutions. The solutions they provide are designed to align with business strategies, meet intended purposes, save costs, and maximise performance.

**Role Responsibilities**:
Deliver high-quality services to customers by designing, implementing, and enhancing services and continuously improving them through standardisation, optimization, and automation.

Build and manage high-performance teams, coach and develop resources, and implement HR governance structures.

Ensure that all services are delivered to agreed-upon best practices and align with the contracted scope of services.

Act as the escalation point for clients and staff and resolve and coordinate customer queries and complaints.

Provide input into customer IT strategy and IT roadmap and identify opportunities that could add value and generate additional revenue.

Collaborate with internal experts and external partners to achieve service delivery objectives.

Lead due diligence and assessment projects, estimate effort required for projects and services, and identify and implement automation objectives.

Review and approve designs and architecture and recommend continuous improvement and innovation initiatives.

Analyse and report on operational metrics, recommend solutions for improvement of standards, policies, and procedures, and identify tasks eligible for automation.

Develop and implement training plans to build and develop skills within the team and encourage knowledge transfer.

Manage the department in terms of resources and operations to meet SLA requirements and ensure adherence to customers' corporate governance and risk management policies.

Formally raise any identified risks and issues with your direct manager and adhere to all health and safety requirements.

**Relevant Qualifications / Experience**:
Relevant tertiary qualification

ITIL Foundation and MCSE Certifications

**Beneficial qualifications**: Project Management Certification, TOGAF, ITIL Service Design, Certified Cloud Architect, Business Analyst Certification

5+ years of experience as a Service Delivery or Operations manager in an enterprise environment

Experience in service design and implementation

Experience in developing and implementing service standards including service definitions, policies and procedures, and technical standards

Demonstrated ability to lead the development of responses to requirements such as RFPs, Solution Write-ups, Technical Response and calculation of effort and cost.


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