Operations Director za

**Operations Director_ZA**:
**Location**: South Africa - Cape Town | **Job-ID**:204498 | **Contract type**:Standard |** Business Unit**: IT Service Delivery/Managed Services

**Main purpose**:
The Operations Director will be responsible for leading and managing their Service Desk function within a large multinational IT managed service company. The role involves overseeing the day-to-day operations of the assigned Service Desk team, ensuring efficient and effective delivery of IT support services to clients. The Operations Director will play a critical role in driving operational excellence, optimising service delivery processes, and fostering a customer-centric culture

**Main Duties/Responsibilites**

**Leadership and Team Management**:

- Provide strategic leadership and direction to the Service Desk team, setting clear goals and objectives.
- Foster a high-performance culture, ensuring team members are motivated, engaged, and supported in their professional growth.
- Conduct regular performance evaluations, provide feedback, and identify training and development needs.
- Encourage collaboration, teamwork, and knowledge sharing among team members.

**Service Desk Operations**:

- Oversee the day-to-day operations of the Service Desk, ensuring service levels are met or exceeded.
- Develop and implement operational policies, procedures, and best practices to streamline service delivery processes.
- Monitor service performance metrics, analyse data, and identify areas for improvement to enhance operational efficiency.
- Continuously evaluate and enhance the Service Desk's capabilities, leveraging industry best practices and emerging technologies.

**Client Relationship Management**:

- Build and maintain strong relationships with key clients, acting as a trusted advisor and escalation point for service-related matters.
- Collaborate with clients to understand their IT support needs, develop customised service solutions, and ensure client satisfaction.
- Conduct regular client meetings, providing updates on service performance, addressing concerns, and identifying opportunities for service enhancement.

**Quality Assurance and Continuous Improvement**:

- Implement quality assurance processes to ensure consistent and high-quality service delivery.
- Monitor customer feedback and review customer satisfaction surveys to assess service levels and identify areas for improvement.
- Lead initiatives to drive continuous improvement, such as process optimisation, automation, and the implementation of new tools or technologies.
- Stay updated on industry trends, emerging technologies, and best practices related to IT service delivery.

**Financial Management**:

- Responsible for all commercial aspects of the customer accounts and services under you.
- Work closely with the Commercial manager and finance team to ensure commercials cover for all services delivered.
- Monitor and control operational expenses, identifying cost-saving opportunities without compromising service quality.
- Conduct financial analysis and reporting to track performance against budget and financial goals.
- Monitor financial risks and develop mitigation plans as required.

**Stakeholder Collaboration**:

- Collaborate with other internal teams, such as the Sales, Service Management, Tooling, and Project Management teams, to ensure seamless service delivery and support the achievement of organisational goals.
- Work closely with senior management to provide insights, reports, and recommendations on Service Desk operations and performance.

**Essential Skills and Knowledge**
- Bachelor's degree in Information Technology, Computer Science, or a related field (Master's degree preferred).
- Proven experience (at least 8-10 years) in a leadership role within an IT managed service company, specifically overseeing Service Desk operations.
- Extensive knowledge in related industry and of IT service management frameworks, such as ITIL, and demonstrated experience in implementing and adhering to ITIL processes.
- Experience managing a geographically dispersed and diverse team.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Proven track record in driving operational excellence and continuous improvement.
- High Familiarity with IT service management tools and technologies.
- Project management certification (e.g., PMP) is a plus.**About us**

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.