Operations Manager

Solugrowth is in search for an Operations Manager to be accountable for the delivery of services that meet and exceed customer expectations through the effective management of people, process, and technology. This role is withing an ICT client environment.

To lead the creation, implementation and maintenance of service standards, methodologies, and procedures, ensuring ongoing adherence and compliance.

To contribute to strategic direction for the planning, development and delivery of new services and products.

To be a trusted advisor and transform IT services by continually improving technology, service delivery, cost efficiency, and customer satisfaction.

RESPONSIBILITIES:

- The delivery of high-quality services to customers.
- Design, implement, and enhance services delivered to customers.
- Continuous service improvement through standardisation, optimisation, and automation.
- Ensure that all services are delivered to agreed best practise guidelines.
- Ensure that service levels are monitored and managed to achieve SLA targets.
- Ensure that service delivery is aligned to the contracted scope of services.
- Management of staff, other internal resources, and 3rd party providers.
- Identify and communicate required resource demand and allocation for Services.
- Compile and deliver all client reports and/or dashboards, as agreed with the client.
- Act as the escalation point for the client and staff.
- Ensure continuous communication, technical resolution, and feedback regarding escalations to customers and senior management.
- Resolve and coordinate customer queries and complaints in a professional and timeous manner.
- Build high performance teams and ensure that all resources are effectively utilised and optimised.
- Coach and develop resources to grow to their fullest potential.
- Implement the HC governance structures per the HC policies.
- Ensure that all recurring and ad hoc billing is done accurately and timeously by discussing it with the associated Service Delivery Manager and Account Manager.
- Ensure customer documentation is available, updated and secured. This includes SOPs, Runbooks etc.
- Provide input into customer IT Strategy and IT Roadmap.
- Identify Continual Service Improvement Strategies which can be developed and implemented.
- Collaborate with internal experts and external partners to achieve the above.
- Identify and officially communicate opportunities that could add value and/or generate additional revenue.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

- BTech/Degree

Professional Qualifications:

- ITIL Operations
- MCSE or relevant technical equivalent qualification
- Project Management Certification
- TOGAF certification
- ITIL Service Design
- Certified Cloud Architect
- Business Analyst
- RHEL and SUSE Linux - strong knowledge or certification
- Virtualization (VMware, Hyper-V) - strong knowledge
- HCI - strong knowledge of a Hyper Converged Infrastructure such as VxRail
- Citrix - strong knowledge about VDI
- Monitoring Solutions - good understanding of monitoring solutions
- Strong knowledge of AD/ADFS, M365 & Exchange
- SCCM and Patch Management

**Experience**:

- More than 7 years as Service Delivery or Operations Manager for an enterprise environment.
- Experience in service design and implementation.
- Experience in developing and implementing service standards: service definitions, policies, and procedures, and technical.
- Proven capability in leading the crafting of responses to address requirements (i.e. RFP's); Solution Writeups, Technical Response and calculation of effort and cost.
- Experience as a senior technical resource, specialist, or architect.
- Experience as a technical team lead.
- Experience in the below:

- Staff Management
- Strategic planning
- ITIL Operations
- Financial management
- Analytical Thinking
- Presentation Skills
- Problem Solving