Ops Manager: Service Centre

Structure, Grade & Reporting Division Digital Platform Services Department Octane Reports to Senior Manager: Technology Span of Control 4 -15
Core Description
The Service Desk Manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Key Deliverables / Primary Functions Build a cohesive team and manage people effectively, ability to coach and develop the team Thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team Ability to balance and plan the short-term actions of the team Knowledge and understanding of all relevant industry standards and best practices for service management Ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk Complete understanding of the organization’s business Ability to think critically about systems and to make adjustments consistently as needed Ability to manage time effectively while setting the tone of the team through modelling and leadership Managing, developing, and training the service desk team Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved Conducting and sharing results from service and operation performance reviews Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations Functional Skills
Good understanding of the total BCX Retail business model.
In depth knowledge of the customer requirements.
In depth understanding of client SLA’s and how to implement and manage them.
Good understanding of general management practices.
Good understanding of the BCX Service lines.
Good understanding of Helpdesk trends and tools in the industry.
Retail and Point of Sale knowledge.
Good people management skills with the ability to guide and develop subordinates.
Strong ability to provide leadership and direction.
Good general management skills
Ability to provide strong thought leadership.
Advanced written and verbal communication skills are a must
Presentation Skills
Report writing
Articulate
Attention to detail
Customer Needs Analysis
Interpret and document solutions for customer needs
Critical analysis and evaluative decision making
Good skills for problem negotiation
Experience of working in a highly pressured environment
Conflict Management
Problem solving

**Budget Management Qualifications OR NQF 6**: 3 year Diploma/ National Diploma in IT/Business/Commerce OR NQF 4 (Grade 12) Experience Must be in current managerial position Relevant experience in Helpdesk management (e.g. Team Leader) In-depth understanding of the Helpdesk customer services model and of the customer’s business environment within the Fuel & Retail space. Min 3 years’ experience in the management of Finances (budget and cost), Resources and Operations. At least ITIL Foundation Certification. Management certification/diploma (e.g. TLE) Good understanding of the BCX Services in various retail verticals. Experience in the Forecourt support environment Certifications / Professional Registration None Special Requirements/ Employment Condition Willing to work long hours 24 Hours availability