Service Operations Manager

Reference : AV Consultant : Anneke Viviers

Job Description

Responsibilities:

1. Operational support for all the company's clients
2. Remote Support
3. Onsite Support
4. Project Management
5. Client installations
6. Identify client incidents / fault trends
7. Ensure fault / incident categories and subcategories are correct
8. Manage the team to meet expected KPIs
9. Ensure the team identifies problem sites and implements long-term fixes
10. Work with client IT teams to evaluate regional client reviews to ensure proactive incident management at client sites
11. Ensure that the standard client information repository related to technology, operations manuals, etc. is current and accurate
12. Department profitability is maintained
13. Manage 3rd Party service teams to set KPIs
14. Ensure all jobs undertaken follow the required process
15. Client management and issue management
16. The Project Director will report into this role
17. Ensure all projects are managed according to the agreed project management methodology
18. Project quote, cost management and team management to agreed KPIs is essential
19. Although the Project Managers direct the installation teams, the service falls within this role's remit
20. Ensure all sign-off, processes and delivery are managed to client expectations
21. Installation Team performance is managed to agreed KPIs
22. Create and maintain a comprehensive list of client requirements, scope of deliverables and KPIs
23. Design and deliver continuous service improvement programs
24. Plan and implement training and development initiatives for the teams who report to you
25. Engage with clients for feedback, areas of improvement and to ensure clients are happy with the company's performance
26. Lead the team in the implementation of strategic initiatives
27. Continually measure, analyse, and improve team's delivery capabilities
28. Ensure maximum client network uptime
29. Responsible for resource planning and work allocation to meet agreed service levels and KPIs
30. Attend off-site meetings with customers
31. Carry out internal audits of policies and procedures

Qualifications:

1. 2 years' experience in Information Technology Industry
2. Training in networking and relevant Information Technology qualification
3. Drivers Licence
4. Substantial experience in coaching and mentoring teams on a daily basis
5. Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc.)
6. Demonstrated experience in organisational change management (transformational experience)
7. Substantial experience in the management of people, process and technology
8. Ability to solve problems
9. Able to use initiative
10. IT and Installation knowledge and experience

How to Apply: Email your comprehensive CV to [insert email here].

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