Service Operations Manager

3 days ago

Pinetown, South Africa Clicks Group Limited Full time

**Position Summary**:
**Industry**:IT & Internet
- **Job category**:IT-Management**Location**:Pinetown
- **Contract**:Permanent**Remuneration**:Market Related
- **EE position**:Yes**Brand**:Clicks Group**Introduction**:
Manage the end-to-end quality of IT service delivery to the business based on agreed Service Promises and effectively lead a diverse team that will deliver the best service at the best cost while protecting the brand from service related risks and driving operational excellence.

**Job description**:

- Provide input into the IT Service Delivery strategy and operating plan with regard to Service and Operations Management and set aligned goals for reportees to deliver these.
- Lead a diverse, cross functional team to effectively deliver IT strategy and operating plans within time and on budget to continually deliver measurable service improvement.
- Give input into the analysis of business requirements relative to their service and operations impact and provide input into the prioritization process from a serviceability and operability perspective.
- Ensure Operational Readiness is in place for new system solutions and projects from an IT Service and Operations perspective.
- Manage and ensure the quality and delivery of end-to-end IT service and service promises to meet business service requirements and ensure customer satisfaction.
- Ensure that effective relationships are developed with business counterparts and manage key Group suppliers in order to ensure adherence via service promises
- Responsible for all audits and risk deliveries in the service operations space

**Minimum requirements**:
**JOB RELATED KNOWLEDGE**
- Understanding of the Retail Industry
- Extensive working knowledge of ITIL framework and processes at a senior management level with respect to business areas, software, technology, infrastructure and operations
- Comprehensive understanding of best practice IT service strategies, processes and standards
- Thorough working knowledge of commercial and vendor management relative to Information Technology - management of contracts, service level agreements, pricing models

**JOB RELATED SKILLS**
- Business acumen
- Leadership skills
- Ability to deal with pressure
- Good negotiator
- Time management
- Ability to delegate
- Networking skills
- Conceptual and analytical ability
- Ability to differentiate between strategic and operational issues
- Coaching and ability to manage staff
- Operational and Strategic Planning skills
- Interpersonal Skills
- High level business communication (verbal and written)

**Skills & Experience**
- Essential:
- 5 years team leadership role
- Financial Management
- Essential: 8-10 years relevant experience - preferable experienced broadly across multiple areas of IT

**EDUCATION**
- Essential: Matric and relevant qualification (degree/diploma)
- Desirable: IT or Business or relevant Degree
- ITIL Service Management certification

**COMPETENCIES**
- Deciding and Initiating Action
- Leading and Supervising
- Formulating Strategies and Concepts
- Persuading and Influencing
- Analysing
- Delivering Results and Meeting Customer Expectations
- Entrepreneurial and Commercial Thinking

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