Managed Service Operations Manager

Our Client a Global tech firm is seeking a Managed Service Operations Manager to join their team in Rustenburg. They offer stability, growth, attractive salary along with excellent benefits and a great working environment.

The Managed Services (MS) Operations Manager operates as part of and responsible for service delivery in the provision of the highest level of client satisfaction and the successful continuance of business operations within the organization

**Job Profile Summary**

Oversees the Operational Managed services and assigned field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following: Contracted Managed Services, Cloud exposure, networking and wireless networking systems, Active Directory, SCCM, SCOM, Intune, Backups, Firewall and Server Virtualization
- Manage engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software
- Establishes and maintains lines of communication with the client service owners and technical teams on design, reliability, and maintenance issues
- Ensures that engineers are current with the latest upgrades and/or new releases
- May be involved in coordinating customer installation
- Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

**Key Roles and Responsibilities**:

- Proactively monitor and drive service delivery to clients from the operations and technical teams
- Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers
- Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites
- Ensure that the standard client information repository related to technology, operations manuals, etc. is current and accurate
- Maintain a comprehensive list of client requirements, the scope of deliverables, technology, and the delivery model
- Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients.
- Provide operational support and continuous service improvement post client handover from TS (or other) teams
- Plan, training and development initiatives for direct reports
- Liaise training requirements for service operations teams and squads
- Plan and implement key service improvement priorities based on a continual service improvement approach
- Feed continual service improvement priorities into the automation team
- Manage, technical team to achieve strategic initiatives
- Measure, analyze and improve team’s delivery capabilities
- Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved
- Responsible for the day to day running of the operations with the performance established by the business
- Ensure maximum uptime and the accurate and early response to client operational issues
- Responsible for resource planning and work allocation to meet agreed service levels
- Identify opportunities for continuous service improvement
- Engage with clients for technical operations as part of routine operations

**Knowledge, Skills and Attributes**:

- Excellent organizational and team leadership skills
- Excellent communication skills - both verbal and written
- Ability to collaborate with internal stakeholders and external clients
- Strong leadership skills including effective time management, prioritization and delegation of work
- Excellent focus on client centricity
- Highly focused on business outcomes
- Ability to guide the team through transformational objectives set out by the business
- Ability to communicate and work across different cultures and social groups
- Ability to work well in a pressurized environment
- Ability to adapt to changing circumstances

**Academic Qualifications and Certifications**:

- Typically requires substantial related experience with a bachelor’s or equivalent degree; or extensive experience
- 10 - 15 Years Working experience
- 5 Years proven experience as a Team lead / Operations Manager L1
- ITIL certification v4
- Relevant technical certifications
- 5+ years of experience Supervisor / Operations Manager with a strong background in customer service required.
- Previous experience working at a large company preferred

**Required Experience**:

- Substantial experience in coaching and mentoring teams daily
- Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc.)
- Demonstrated experience in organizational change management (transformational experience)
- Substantial experience in the management of people, process, and technology