Managed Services Operations Specialist

Key purpose:

The role of the Managed Services Operations Specialist is to take responsibility for the management of service delivery for less complex managed services operations within company clients. They are also responsible for resource allocation and the management of the shift rotation schedule, thereby ensuring optimal client service delivery.

The Account Specialist analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.

Duties and responsibilities:

• Ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members
• Assist with resource planning and deployment according to the requirements of the service contract 
• Responsible for planning and executing the delivery of services that the company is contractually bound to deliver in terms of the contracts held by clients
• Work with the relevant stakeholders to create, define and catalogue service offerings and present these to the sales force and clients
• Assist with the provision of quotations and accurate pricing for services required by the client
• Participate in the negotiation of service level agreements and the details of the contract
• Ensure the management of incidents and problems and respond to escalated queries
• Manage calls logged to ensure effective and timeous resolution
• Conduct regular feedback sessions with the client to report on contract performance and contract activities
• Conduct regular vendor meetings using measurable criteria to report and manage vendor performance 
• Compile and maintain accurate documentation on vendor processes and procedures and incorporate these into the company processes to ensure seamless and efficient service delivery to the client
• Understands the financial position of and provides input into various aspects of service delivery to ensure the profitable management of contracted responsibilities
• Setup and manage the contract within the agreed budget and conduct monthly contract reviews to track actual achieved metrics, ensuring long term profitability of the contract
• Contribute to the increase in contract revenue by seeking and reporting on growth opportunities within the contract
• Ensure the compilation and distribution of the relevant service delivery and operations reports to the relevant forums
• Analyse metrics and report on contract performance 
• Responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery

Qualifications and experience:

• Bachelors degree or equivalent in a related field
• ITIL qualification and other technical certifications preferred
• Solid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed services.
• Demonstrated experience in managed services and service delivery environment including technical and service management exposure.
• Demonstrated experience in developing establishing processes and enforcing adherence to processes policies
• Outsourcing operations experience
• Customer Support Operations experience