Managed Services Operations Management - Midrand, South Africa - Dimension Data

Dimension Data

Verified Company

Midrand, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

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Description

Job Profile Summary
Establishes and maintains lines of communication with design engineering and software development on design, reliability, and maintenance issues. Ensures that engineers are current with the latest upgrades and/or new releases. May be involved in customer installation and training programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

The Managed Services (MS) Operations Manager operates as part of the Global Center of Excellence and is accountable for service delivery in the CoE's in the provision of the highest level of client satisfaction and the successful continuance of business operations within NTT.

They assist with the planning, building and support of delivering managed services and work with regional and local teams to meet business objectives.

Key Roles and Responsibilities

Proactively monitor and drive service delivery to clients from the Operations Centre and/or CoE Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in the Operations Centre and/or CoE
Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites
Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate
Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients
Provide operational support and continuous service improvement post client handover from TS (or other) teams
Plan and implement training and development initiatives for direct reports
Review training requirements for service operations teams
Engage with clients for technical operations as part of routine operations
Plan and implement key service improvement priorities based on a continual service improvement approach
Feed continual service improvement priorities into the automation team
Lead the team in the implementation of strategic initiatives
Measure, analyse, and improve team's delivery capabilities Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, selfservice, automated) is carried out, metrics and reports are analysed, and issues are resolved
Responsible for the day to day running of the Operations Centre and/or CoE in line with the performance established by the business
Ensure maximum uptime and the accurate and early response to client operational issues
Responsible for resource planning and work allocation to meet agreed service levels
Identify opportunities for continuous service improvement
Engage with clients for technical operations as part of routine operations

Knowledge, Skills and Attributes

Excellent organisational and team leadership skills
Excellent communication skills both verbal and written
Ability to collaborate with internal stakeholders and external clients
Ability to understand budgets and cost management
Strong leadership skills including effective time management, prioritisation, and delegation of work
Excellent focus on client centricity
Highly focused on business outcomes
Ability to guide the team through transformational objectives set out by the business
Ability to communicate and work across different cultures and social groups
Ability to work well in a pressurised environment
Ability to adapt to changing circumstances

Academic Qualifications and Certifications

Typically requires substantial related experience with a Bachelor's or equivalent degree; or extensive experience
ITIL certification
Relevant technical certifications

Required Experience

Substantial experience in coaching and mentoring teams on a daily basis Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc.)
Demonstrated experience in organisational change management (transformational experience)
Substantial experience in the management of people, process and technology
Relevant experience in Data Centre or Collaboration or Microsoft 0365 stack