Where

Service Operations Manager

Exceed Human Resource Consultants (Pty) Ltd
Johannesburg Full-day Full-time

Description:

  • Operational support for all the company’ clients
  • Remote Support.
  • Onsite Support.
  • Project Management.
  • Client installations.
  • Identify client incidents/fault trends.
  • Ensure fault/incident categories and subcategories are correct.
  • Manage the team to meet expected KPIs.
  • Ensure the team identifies problem sites and implement long term fixes.
  • Work with client IT 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.
  • Department profitability is maintained.
  • Manage 3rd Party service teams to set KPIs
  • Ensure all jobs undertaken follow the required process.
  • Client management and issue management
  • Department profitability is maintained.
  • The Project Director will report into this role.
  • Ensure all projects are managed according to the agreed project management methodology.
  • Project quote, cost management and team management to agreed KPIs is essential.
  • Department profitability is maintained.
  • Although the Project Managers direct the installation teams the service falls within this roles’ remit.
  • Ensure all sign-off, processes and delivery are managed to client expectations.
  • Installation Team performance is managed to agreed KPIs.
  • Department profitability is maintained.
  • Create and maintain a comprehensive list of client requirements, scope of deliverables and KPIs.
  • Design and deliver continuous service improvement programs.
  • Plan and implement training and development initiatives for the teams who report to you.
  • Engage with clients for feedback, areas of improvement and to ensure clients are happy with the company’s performance.
  • Lead the team in the implementation of strategic initiatives.
  • Continually measure, analyse, and improve team’s delivery capabilities.
  • Ensure maximum client network uptime.
  • Responsible for resource planning and work allocation to meet agreed service levels and KPIs.
  • Attend off site meetings with customers.
  • Carry out internal audits of policies and procedures

Requirements:

  • Operational support for all the company’ clients
  • Remote Support.
  • Onsite Support.
  • Project Management.
  • Client installations.
  • Identify client incidents/fault trends.
  • Ensure fault/incident categories and subcategories are correct.
  • Manage the team to meet expected KPIs.
  • Ensure the team identifies problem sites and implement long term fixes.
  • Work with client IT 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.
  • Department profitability is maintained.
  • Manage 3rd Party service teams to set KPIs
  • Ensure all jobs undertaken follow the required process.
  • Client management and issue management
  • Department profitability is maintained.
  • The Project Director will report into this role.
  • Ensure all projects are managed according to the agreed project management methodology.
  • Project quote, cost management and team management to agreed KPIs is essential.
  • Department profitability is maintained.
  • Although the Project Managers direct the installation teams the service falls within this roles’ remit.
  • Ensure all sign-off, processes and delivery are managed to client expectations.
  • Installation Team performance is managed to agreed KPIs.
  • Department profitability is maintained.
  • Create and maintain a comprehensive list of client requirements, scope of deliverables and KPIs.
  • Design and deliver continuous service improvement programs.
  • Plan and implement training and development initiatives for the teams who report to you.
  • Engage with clients for feedback, areas of improvement and to ensure clients are happy with the company’s performance.
  • Lead the team in the implementation of strategic initiatives.
  • Continually measure, analyse, and improve team’s delivery capabilities.
  • Ensure maximum client network uptime.
  • Responsible for resource planning and work allocation to meet agreed service levels and KPIs.
  • Attend off site meetings with customers.
  • Carry out internal audits of policies and procedures
  • 2 years’ experience in Information Technology Industry
  • Training in networking and relevant Information Technology qualification
  • Drivers Licence
  • 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
  • Ability to solve problems
  • Able to use initiative
  • IT and Installation knowledge and experience
  • 2 years’ experience in Information Technology Industry
  • Training in networking and relevant Information Technology qualification
  • Drivers Licence
  • 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
  • Ability to solve problems
  • Able to use initiative
  • IT and Installation knowledge and experience
03 Apr 2025;   from: careers24.com

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