Fractional IT Operations Manager

At Reflex Solutions we fulfil an IT Management role for our clients, thus there is a need for experience in IT management as well as good knowledge of Enterprise IT architecture and Solution Selling techniques. The Fractional IT Manager/CIO will be expected to be a trusted advisor to Enterprise customers and position Reflex as the partner of choice. The Reflex Solutions Fractional CIO must be able to understand business requirements and align those needs with IT.

The FCIO oversees several key functions within the company, to assist clients with ICT Strategy, Risk Management, Budget Management, and Account Management. The FCIO is responsible for compiling the client ICT strategy, risk registers, budget, and compliance documents in conjunction with client input. The FICO will be the primary contact within Reflex for all C-Level staff within the client's environment. The FCIOs will work with a dedicated Service Delivery Manager per client. These two positions need to function as a unit in tandem. The FCIO will focus on strategy, risk identification, risk mitigation, major proposals, and projects. The Service Delivery Manager will focus on day-to-day operational matters, including but not limited to standard hardware sales, service escalations, service level management, daily/weekly support reports, incident management, and coordination with the client's internal IT team if applicable.

Duties and responsibilities:

• To provide a reliable, total technical service in support of all activities that contribute to the satisfaction of Reflex Solutions clients
• Have a full understanding of the client's ICT environment and needs to ensure service levels are kept at a high standard
• Manage client engagement and ensure that the relationship between Reflex and his/her respective clients is always healthy and on good terms. This will be done by holding monthly strategy and risk meetings, monthly reporting, and building trust between the FICO and the client
• Facilitating proposals, quotes, and approvals as per clients' needs to address risks, environmental changes, or strategy changes
• Ensure client projects are run according to high standards and all installations are done as per client's expectations
• Ensure that the client environment and all compliance processes are documented and communicated to Reflex internally as well as to the client
• Managing Risk and Strategy, ensuring all risks are mitigated and strategy falls in line with the client's requirements
• Identify high-priority issues and take ownership of communicating to C-Level staff within Reflex as well as the client
• Provide monthly Reports to client on Strategy, Risk, project support issues, and ticket management identifying recurring issues and advising the Client of risks and possible changes in ICT strategy.
• Report back to Reflex EXCO on any major risks within the client business that may put Reflex at risk
• Ensure all clients have signed MSA (Master Services Agreements) with Reflex as well as updated service schedules, services for all clients are to be reviewed on an annual basis and all clients need to sign an MSA with a minimum term of 2 years
• Achieve weekly/monthly and annual sales targets by converting identified risks into sales opportunities and daily run-rate business
• Strategically grow customer revenue by expanding Reflex Solutions footprint and share of wallet in the customer portfolio  
• Adopt a combination of solution and insight-selling approaches to develop a compelling proposal to customers to move the sale forward
• Collaborate on solutions with the internal Product Solution Group and achieve buy-in from major key stakeholders on final solutions
• Pipeline management – capturing, forecasting, and updating new and existing opportunities
• Individual tracker – accountable for updating and tracking monthly progress against set targets
• Inter BU, Client, and 3rd Party Management:
  • Last escalation points before Reflex EXCO, and will ultimately be responsible for driving strategy, risk mitigation as well as highly technical operational matters that the Service Delivery Managers are not able to resolve.
• Client Care
  • Ensure client relationships are in good health
  • Respond to Client requests appropriately and in an adequate time frame
  • Takes ownership of Client requests and escalations to completion
  • Continuous efforts to improve current IT Strategy with clients
  • Ensure Gaps and Risks are minimized
• Administrative Tasks
  • Attends Monthly meetings with the majority of clients
  • Provides monthly reporting to clients
  • Ensure accuracy and Tidiness of Proposals to Clients
  • Interaction with other Business units is followed as per workflows provided for the Business Unit
• Documentation:
  • Ensure client MSA and Proposals are signed and up to date
  • Ensure meeting minutes are up to date and detailed enough to review
  • Essure that the ICT Strategy for the majority of clients is up to date
• Identify and Mitigate risks in clients' as well as Reflex environment
• Find ways to ensure the best quality of service is provided during Project installation
• Drive critical documentation and diagrams from other Business units

Minimum requirements:

• Matric certificate
• Relevant ICT Diploma, MCSE, CCNA, and/or Entry level Cloud certification
• Minimum of five (5) years ICT and managerial experience
• Budgeting and financial experience essential
• Computer skills: CRM, Remote Support, PRTG, Microsoft Windows and Office applications
• Strong presentation and communication skills
• Account and relationship management experience
• Polite and professional personal presentation
• Excellent planning and organizing skills
• Openness to learning & honest about lack of knowledge or understanding
• Produces high-quality work that is accurate in terms of detail and best practice standards