Business unit, Department, Reporting

Business Unit: Cloud Platform Solutions

Department: Digital Workplace Management

Reporting: Snr Manager

Core Description

Responsible for managing the onsite resources who are required to deliver the contracted services to clients. The Ops Manager needs to be aware of the status of all services provided to the client and initiate interaction with the client for, scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes

Key Deliverables / Primary Functions

Service Level Monitoring
•    Managing customer ICT related contract and SLA renewals.
•    Managing incident, process and customer request and coordination with technical team to ensure that quality services are delivered according to the agreed SLA.
•    Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request).
•    Liaises regularly with service providers and users to review and improve performance against SLA
•    Responsible for identifying the need for and initiating corrective actions.

Service Delivery Planning and Control
•    Establishes and maintains operational methods, procedures, and facilities in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency.

Account Management 
•    Assists with managing relations with the service providers and the SLA’s that may affect the quality of ICT service we deliver to our customers

Administrative Management 
•    Analyzing risks and keep the risk register updated.
•    Build and maintain flight plans to ensure effective service delivery and growth.

People Management
•    Assigning the roles and responsibility among the technical team members. Oversee and review all staff activities and guide them in managing time and deliverables. 
•    Provide coaching and guidance and ensure that the necessary training takes place. 
•    Successfully implement performance management and career development strategies and processes in alignment with BCX policy and guidelines
•    Conduct performance reviews at least bi-annually and in alignment with BCX’s policies and procedures
 

Core Functional Skills & Capabilities Microsoft OfficeMobile SupportHardware TroubleshootingIT TerminologyAdministrativeCore Behavioural Competencies Deciding & Initiating ActionLeading and supervisingCoping with pressures & setbacksApplying expertise & TechnologyWorking with peopleMinimum Qualifications NQF 6: 3 year Degree/ Diploma/ National DiplomaNQF 4: Grade 12 National DiplomaAdditional Education -Preferred /Advantage Experience

3 years’ experience OR

5 years’ experience

Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control

Engagement will all levels within the organisation, internal and external to the business.

Special Requirements / Employment Condition Valid Drivers licenseAbility to work staggered hours, shifts, overtime and respond to call-outsRequired to travel locallyWorkplace / Physical Requirements Hybrid Remote WorkerBillable