Junior Operations Manager

Employment type: Permanent

**Salary**: Market related

Location: Free State/Gauteng/North West/Western Cape, South Africa

Job Functions: IT Management

Industries: IT Services

**SPECIFICATION**

An IT solutions company are looking for a Junior Operations Manager to manage the day to day service delivery to Remote Service customers in line with contractual requirements. Responsible for creating and sustaining an effective, challenging and enjoyable working environment which supports the development and retention of staff and delivers customer service in line with financial objectives.

**DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO**:

- Manage, Lead and Support direct reports to ensure services are consistently delivered to meet and exceed agreed service level targets and continuously improving customer experience.
- Manage the human resource related tasks of your direct reports, which includes the following key areas:

- Leave - manage and schedule leave to meet with leave liability baselines as defined by the company and in line with published policies,
- Develop and implement KPIs for the team to drive and manage behaviour to ensure services is optimally delivered and the team strives to improve themselves as well as the service they deliver,
- Produce performance statistics for the service and per team member daily, weekly and monthly to ensure performance is managed and monitored constantly,
- Ensure the team is equipped with the appropriate tools to deliver a consistent service,
- Innovate the service and way of work,
- Ensure all operating procedures/processes is documented and in the ITSM toolset for ease of access and use,
- Coordinating and ensuring the workload of the team is evenly distributed to deliver against SLAs,
- Effectively deal with escalations to ensure the issues is addressed and work to ensure permanent remedial actions is applied to prevent a recurrence,
- Position the company/customer relationship as a partnership, demonstrating and in-depth understanding of the business requirements and customer’s expectations and taking ownership of operational customer issues through to resolution.
- Work closely with peers to ensure that knowledge, experience and skills are shared to the benefit of the wider Remote Service Teams and customer population.
- Utilises customer satisfaction feedback, to drive service improvement activity
- Work as part of the operations teams to integrate new services & demonstrate ownership by playing and active role in the success of implementation by means of support to your team and raising any risks to the relevant forum and managing these by finding mitigations where possible

Financial Management
- Manage the revenue and costs and realise efficiencies,
- Consider the costs and effort of CSIP - doing it right first time thus eliminating unnecessary activities and cost

Team Management
- Introducing the right level of energy to the business that will create the necessary visibility and a presence required to inspire others
- Ensure TL’s carry out day to day running of teams to their specific objectives and to SLA/KPI targets/Quality
- Formal and informal training / mentoring sessions with TLs
- Quality check TL reporting output, service reports etc.
- Liaise with the Team Leaders in planning and implementing effective training and development activities to meet contractual and business objectives.
- Identify profiles within the team and work with individuals to agree and maintain personal development plans which achieve business and personal goals.
- Be available to help address staff issues ensuring all Corporate policies are understood, implemented and regularly reviewed.
- Set the context and manage the conditions for a learning and empowered environment where personal skills development is encouraged and valued.
- Set and manage personal and team standards of behaviour at work, to define the triggers for disciplinary action.
- Initiate and manage motivation and reward and recognition processes which deliver staff satisfaction.

Contract & SLA Management
- Understanding and management of service level agreements (SLA’S) related to contracted services within own area. Ensure SLA’s are achieved, and client expectations are met (or exceeded).
- Know your contract
- Participation in renewal discussions with all stake holders
- Daily dashboard checks, provide RCA for SLA/KPI missed
- Customer Satisfaction of 8 and more for your service lines / customers - Contractual Services

Relationship Management
- Create opportunities to network with service delivery managers & customer. Reach out to keep communications flowing and create confidence in your service delivery thus driving a culture of visibility and involvement by choice.
- Work in partnership with Account Teams and the customer in regularly reviewing customer service and defining/implementing service enhancement opportunities.
- Attend client service review meetings; areas covered will include perfo