Managed Services Operations Lead - Client Delivery & Improvement

Boardroom Appointments; Midrand; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Boardroom Appointments is seeking a Managed Services Operations Manager in Gauteng. The role oversees service delivery within the Global Center of Excellence, ensuring top-tier client satisfaction and ongoing business continuity.

You will plan, build, and support managed services while coordinating with regional and local teams to meet objectives. ITIL certification and leadership skills are essential to drive performance and improvement across the Operations Centre and CoE.

Qualifications

• Bachelor's degree or equivalent required; ITIL certification preferred.
• Relevant technical certifications beneficial for role.
• Strong leadership and communication capabilities essential.

Responsibilities

• Proactively monitor and drive service delivery from Operations Centre/CoE.
• Manage client incidents; investigate and provide solutions escalated by teams.
• Coordinate with client advocacy teams to review regional feedback for proactive incident management.
• Maintain up-to-date client information repositories (tech ops manuals, etc.).
• Create and maintain a comprehensive list of client requirements, deliverables, tech, and delivery model.
• Run managed services operations aligned with SMSO processes and promised outcomes.
• Provide operational support and drive Continuous Service Improvement post handover.
• Plan and implement training for direct reports and review training needs.
• Engage with clients for technical operations as part of routine operations.
• Identify opportunities for continuous service improvement and feed CSA priorities to automation.
• Lead the team in executing strategic initiatives and measure delivery performance.
• Ensure maximum uptime and timely response to client operational issues; manage resource planning.

Skills

Leadership

Communication

Budget management

Stakeholder management

People management

Education

Bachelor's degree or equivalent

ITIL certification

Relevant technical certifications

Job description

Boardroom Appointments is seeking a Managed Services Operations Manager in Gauteng. The role oversees service delivery within the Global Center of Excellence, ensuring top-tier client satisfaction and ongoing business continuity.

You will plan, build, and support managed services while coordinating with regional and local teams to meet objectives. ITIL certification and leadership skills are essential to drive performance and improvement across the Operations Centre and CoE.