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  • Managed Services Operations Specialist - Cape Town - Boardroom Appointments

    Boardroom Appointments
    Boardroom Appointments Cape Town

    1 week ago

    Boardroom Appointments background
    Description

    About the Job: Managed Services Operations Specialist

    Key Purpose:

    The Managed Services Operations Specialist is responsible for managing service delivery for less complex managed services operations within company clients. They allocate resources and manage shift rotation schedules to ensure optimal client service delivery.

    The Account Specialist analyzes workforce performance by monitoring activities in real-time. They create schedules, provide regular reports to management on workload and workforce, and work with Finance to maintain budget accuracy and improve forecast capabilities. They define long-term strategies and short-term workforce needs, handle shift change requests, and monitor new-hire, holiday, and seasonal shift needs.

    Duties and Responsibilities:

    • Ensure team members are engaged and understand their career opportunities through development and training.
    • Assist with resource planning and deployment according to service contract requirements.
    • Plan and execute service delivery that meets contractual obligations to clients.
    • Work with stakeholders to create, define, and catalog service offerings and present them to the sales force and clients.
    • Assist with providing quotations and accurate pricing for client services.
    • Participate in negotiating service level agreements and contract details.
    • Manage incidents and problems, and respond to escalated queries.
    • Resolve calls in a timely manner.
    • Conduct regular feedback sessions with clients to report on contract performance and activities.
    • Conduct vendor meetings using measurable criteria to report and manage vendor performance.
    • Maintain accurate documentation on vendor processes and procedures, and incorporate these into company processes for seamless service delivery.
    • Understand the financial position and provide input into various aspects of service delivery to ensure profitable management of contracted responsibilities.
    • Setup and manage contracts within agreed budgets, and conduct monthly reviews to track achieved metrics and ensure long-term profitability.
    • Contribute to increasing contract revenue by seeking and reporting on growth opportunities.
    • Distribute relevant service delivery and operations reports to forums.
    • Analyze metrics and report on contract performance.
    • Manage resource allocation and shift rotation schedules to ensure optimal client service delivery.

    Qualifications and Experience:

    • Bachelor's degree or equivalent in a related field.
    • ITIL qualification and other technical certifications preferred.
    • Solid work experience in service delivery within a large-scale technology services environment across multiple services, including managed services.
    • Demonstrated experience in managed services and service delivery environments with technical and service management exposure.
    • Demonstrated experience in developing, establishing processes, and enforcing adherence to policies.

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