Ops Manager: Service Operations

4 weeks ago

Centurion, South Africa BCXP Full time
Business unit, Department, ReportingBusiness UnitOperateDepartmentIT Operations Centre (ITOC)Job grade/levelM6

 

Core Description

To be responsible for leading and managing the support team within the IT Operations Centre (ITOC) by overseeing the delivery of services, within the dedicated incident response centre and provide support for IT Service desk offerings and solutions in accordance with business processing requirements and operational and service level agreements, that will ensure effective and efficient Customer Services are delivered according to the agreed contracts, SLA management activities and aligned with operational policies, processes, and guidelines.

Key Deliverables / Primary Functions

•    Perform business analysis and investigations in collaboration with both clients and staff and apply technical knowledge and experience to find business solutions toward improved work processes and better service delivery. 
•    Manage customer accounts by monitoring levels of customer satisfaction and contracts to ensure that corrective action is taken where necessary and proactively identify opportunities to maximise customer satisfaction through customer business insights and relationship building with key employees and manage driving costs effectiveness.
•    Apply technical knowledge to assist clients to define their requirements and put together proposals for documentation work and evaluate the documentation aspects of new business prospects. 
•    Takes responsibility for a substantial part of operational service delivery, including handling exceptional events, quality and level of service, workload scheduling and utilisation according to documented service level agreements. 
•    Take responsibility for the provision of adequate, accurate and timely reports on actual service levels achieved compared with the targets set in SLAs, ensuring that significant failures to meet target are brought to the attention of superiors. 
•    Produce reliable cost, effort and risk estimates and project plans, and document these and the conclusions reached to provide the technical content of sales proposals. 
•    Demonstrate the technical feasibility of proposed solutions, especially where integration of diverse hardware and software is involved. 
•    Manage the team to optimise productivity and utilisation.

Core Functional Skills & CapabilitiesCustomer ManagementRisk ManagementService Level Agreement (SLA) ManagementContract ManagementTeam ManagementCore Behavioural CompetenciesJob MatchDelivering ResultsPlanning & OrganisingPresenting and Communicating informationRelating and NetworkingLeading and supervisingMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information TechnologyNQF 4: Grade 12 National DiplomaAdditional Education -Preferred /AdvantageExperience
  • 3 years’ experience in ICT call centre and related infrastructure services, of which 2 to 3 years is at a management/supervisory level.

           OR

5 years’ experience in ICT call centre and related infrastructure services, of which 3 to 4 years is at a management/supervisory level.

CertificationsProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpecial Requirements / Employment ConditionValid Drivers licenseRequired to travel locallyWorkplace / Physical RequirementsHybrid Remote WorkerNon-Billable

"BCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity."

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