Managed Services Operations Director
1 week ago
As a key member of the Dimension Data team, the Managed Services Operations Manager will oversee the coordination of customer service and support activities, ensuring seamless delivery of pre-and post-sales services, customer care, and retention. This role is responsible for the day-to-day running of operational tasks, aligning with established performance measures to ensure maximum uptime and timely response to client operational issues.
Key Responsibilities
• Run the managed services operations in alignment with the Service Management Service Operations (SMSO) processes, delivering contracted outcomes to our clients.
• Create and maintain a comprehensive list of client requirements, scope of deliverables, technology, and delivery model.
• Responsible for resource planning and work allocation to meet agreed-on service levels.
• Investigate and solve client problems escalated by the client and operational teams.
• Assist with complaint handling or major incidents requiring intervention and ensure prompt resolution.
• Engage with clients for technical operational requirements as part of routine operations.
• Plan and implement key service improvement priorities based on a continual service improvement approach.
• Research new techniques and alternative methods to increase efficiency.
Requirements
• General qualification in Technology (Technology Diploma/Degree)
• ITIL Foundation certification (V3 or latest)
• Safe Agile, Azure, AWS, VMware certifications
• Management Diploma/Degree, MBA
• 12-14 years of work experience, with at least 10 years in managing people, process, and technology
• Relevant experience in Data Centre, Collaboration, and Microsoft stack
• Strong leadership skills, including effective time management, prioritization, and delegation of work
• Experience in coaching and mentoring teams on a daily basis
• Demonstrated experience in implementing continual service improvement in previous roles
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