Operations and Service Delivery Manager

2 weeks ago

Cape Town, South Africa Megan Frg Consulting Full time

**Location**: Woodstock, Cape Town

**Salary**: R900k - R960k per annum

**About the Role**:
The Operations and Service Delivery Manager manages and leads the technical team and is responsible for all technical and technical services delivery. The Technical Director is responsible for the technical architecting of solutions and the managing the technical landscape. A project manager organises and manages project, the Operations and Service Delivery Manager works with the Project Manager. The technical team are spread across JHB and Cape Town. The Operations and Service Delivery Manager reports to the Managing Director and indirectly to the Technical Director. The Technical Director owns the vision of the technical team while the Operations and Service Delivery Manager manages the execution of the vision.

**Requirements**:
5+ years experience as an Operations and Service Delivery Manager
Experienced in managing a team of IT Professionals
Solid people management experience essential
Solid financial business acumen essential
Experienced in managing teams within Data Science/Data Analytics/Software Development/Project Management experience highly advantageous

**Responsibilities**:
Technical Team Management
Organise, lead and manage the team of technical solutions engineers / developers. - Performance Management: set team and individual goals / KPI's, regular one-to-ones, leave management, minimum of one annual performance review with salary increase / promotion recommendation.
Plan team and individual activities, plan the work, allocate team members to work, track and report on resource utilisation, forecast future utilisation and report over/under utilisation. - Acts as a first point of escalation for any technical team related incidents - Drive required Partner training and any process changes within the team: proactively manage personal development and training.
Plan resource recruitment, request budget allocation for new resources, plan and manage recruitment with assistance from HR director within budget allocations. On-boarding and mentoring of new staff, work with HR director to integrate interns from the internship programme.
Understand Company Policies and ensure staff understand and adhere to them.

**Note**: Product Management for the moment falls under the technical director
Technical Delivery
Create and manage required tech team infrastructure, tooling and processes to ensure effective tech team deliverables and support.
Create, publish and manage consulting team delivery methodology for technical work and projects.
Create and manage any processes required for tech team delivery for e.g., projects, training, pre-sales activities and support.
Create and manage quality management processes to ensure tech team deliverables are of high-quality.
Work with a project manager to ensure technical projects meet objectives.
Work with Commercial Team and Legal Director to ensure all work undertaken is accurately estimated, specified and undertaken with the company contractual standards in place prior to commencement.
Technical Support and Services Delivery
Manage technical support desk, organise and manage the resolution of technical support requests.
Manage Service Level Agreements, organise and manage the resolution of re-active technical support requests under SLA’s, organise and manage pro-active SLA activities. Standardise support and SLA offerings.
Create, publish, and manage technical support and SLA process & policies as well as develop a standard SLA offering (SLA Contract).
Ensures that Service Performance Reviews are regularly performed, and any required actions are performed, either by Technical Team or account managers.
Create, manage, and continuously improve required tech team infrastructure, tooling and processes to ensure effective Technical Support and Services (SLA) delivery. Standardising internal processes and systems wherever possible.
Work with Commercial Team and Legal Director to ensure SLA work undertaken is accurately estimated, SLA tasks specified and done with the company contractual standards in place prior to commencement.
Operations Committee (OpsCo)
Organise, lead and manage the company’s Operations Committee (OpsCo) meetings (Monthly)

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