Operational Excellence Manager

1 month ago


Midrand, Gauteng, South Africa Data Centrix Full time
About the Role

We are seeking a highly skilled Operational Excellence Manager to join our team at Data Centrix.

Key Responsibilities
  • Overall Performance Management: Responsible for overseeing the performance of all SLA clients, ensuring understanding of agreed SLAs and groups responsible for delivering against them.
  • Incident Management: In cases where incidents exceed SLA criteria, conducts Root Cause Analysis and rectifies shortcomings in processes or procedures.
  • Trend Analysis and Reporting: Studies incident statistics, reports on failures, trends, and successes, suggesting improvements to processes or procedures.
  • Compliance and Governance: Ensures compliance with policies, processes, and procedures governing team deliveries or used in achieving work outputs.
  • Operational Statistics: Assembles, prepares, and presents operational statistics daily, weekly, and monthly to the Operations Manager.
  • Staff Productivity: Manages staff productivity to ensure maximum output with high Customer Satisfaction ratings.
  • Client Feedback: Provides daily (or more frequent if necessary) feedback to clients on call status.
  • Escalation Resolution: Ensures all SLAs are met through effective escalation resolution.
  • Training and Development: Identifies development needs for team members, implementing training and development interventions with the Operations Manager/Technical Support Manager.
  • Process Review and Improvement: Conducts quarterly reviews of processes, procedures, standards, and policies, identifying areas for improvement through gap analysis.
  • Daily/Weekly/Monthly Reporting: Prepares and submits regular reports.
  • Risk Management and Lifecycle Management: Oversees risk management and lifecycle management.
  • Customer Engagement and Perceptions: Builds and maintains effective operational and tactical relationships in support of the customer engagement model, manages customer perceptions, and evidence of delivery.
Requirements
  • Maturity in Service Delivery Management role with 3+ years of experience.
  • ITIL certification.
  • Matric qualification.
About Us

Data Centrix is committed to excellence in service delivery. We offer a competitive salary package, including an estimated $120,000 - $150,000 per annum, reflecting the skills and qualifications required for this role.



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