Managing Exec: Mngd Service Cloud - Centurion, South Africa - BCXP
Description
Business unit, Department, Reporting
Division:OperationsDepartment:Managed Services: Cloud (IaaS)Reporting:Chief: OperationsCore Description
To provide leadership and strategic direction for the Managed Services capabilities focussing on Cloud (IaaS), as part of the Client Operations Business Unit within BCX. This includes spearheading strategies for building, running and maintenance of these products and services sets to transform IT and realise the digital journey of our clients and realise the BCX business strategy.
Key Deliverables / Primary Functions
Strategic Direction: Co-create, define and communicate, as part of the Operations executive team, the strategic direction of the Operations business unit as part of the broader BCX strategy.
Develop the divisional strategy, accounting for current and future market forces and movements and in alignment with the BCX overall strategy and full value chain for delivery of business revenue and value growth.
Lead and Participate in XaaS Transformation: Provide thought leadership and demonstrate buy-in to the XaaS ways of work and organisational practices. Engage and employ activities, frameworks and working practices that drive and support the implementation of the XaaS business model within the function or portfolio. Contribute to the XaaS transformation journey, and improved client experience, by directing and leading a culture supportive of change and collaboration across the BCX value chain.
Service Delivery Excellence: Oversee the delivery of XaaS solutions, ensuring high-quality service delivery, reliability, and scalability. Implement best practices for efficient and effective service operations.
Infrastructure Management: Lead efforts to manage and optimise the IT infrastructure necessary for the delivery of XaaS services to Clients. Collaborate with technology leaders to ensure infrastructure which supports the dynamic needs of existing and new XaaS offerings.
Process & Capacity Optimisation: Implement and refine operational processes to enhance efficiency, agility and a positive customer experience in delivery. Ensure the division is equipped to handle growing demand and peak loads efficiently. Work closely with technology and solutions teams to ensure effective capacity planning and resource availability to ensure a seamless and responsive customer experience.
Customer Support: Oversee customer support functions related to the delivery of BCX products and services to clients, Collaborate with all BU's across the full value chain to ensure a seamless and efficient customer experience.
Vendor & Partner Management: Manage relationships with vendors and partners, critical to the delivery of value-adding and reliable services and products to clients ensuring customer loyalty and business growth.
Client Engagement: Foster strong relationships with key clients. Work closely with the sales and account management teams to understand client requirements in order to meet specific operational and service delivery needs.
Incident and Problem Management : Develop and implement robust incident and problem management processes, leading to the prevention and resolution of operational issues, minimising service disruptions.
Compliance & Security: Collaborate with relevant stakeholders, i.e. legal and compliance teams to ensure that operational practices adhere to regulatory requirements, client/industry specific requirements and security standards. Prioritise data and cyber security considerations.
Operational Excellence: Implement processes and frameworks for operational efficiency. Partner and enable optimised service delivery, monitor performance metrics, and drive continuous improvement of solutions and/or products.
Talent Development: Develop and implement strategies for attracting, retaining, and developing top talent within the Solutions division. Foster a culture of collaboration, learning, and career growth.
Core Functional Skills & Capabilities
Client Success ManagementClient Service OperationsService TransitionService Lifecycle ManagementDelivery Centre ManagementService Management & ImprovementCore Behavioural Competencies
Strategic ThinkingCommercial AcumenImpact & InfluenceDelivering ResultsCapability BuildingTransformative AbilityMinimum Qualifications
NQF 7: 3 year Bachelors Degree in Business or Information TechnologyAdditional Education -Preferred /Advantage
NQF 8: Honours Degree/ Post Graduate Diploma in BusinessExperience
10 to 12 years' experience leading diverse teams within a large and highly complex organisation, of which 5 years is at an executive level. Experience should include leadership with full P&L accountability as well as evidence of shaping and driving business / functional strategy and leading change across business units / functions, specifically within IT Client Operations Focus.
Incumbent must have proven business acumen with experience in C-suite stakeholder engagement.
Incumbent must have proven business acumen with experience in C-suite stakeholder engagement.
Certifications
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Span of Control : Direct: 4Indirect: Appx 523Level of Engagement : Interact with similar levels, Chiefs and various stakeholders within and outside BCX