Outsource Operations Manager at Associated Computer Solutions (ACS-Embrace)

Job description

Associated Computer Solutions operates a Support Centre for providing ERP system support for customers using the ACS-Embrace ERP system. The Support Centre includes a Call Centre Help Desk and additional 2nd line support personnel.

The candidate will be required to manage the ACS-Embrace Outsource Support Centre and all its staff and activities relating to meeting the contracted Service Level Agreements for Outsource Business Clients.

The role includes maintaining the business relationships with customers and any third parties who may be involved in the Service Delivery Cycle. The role will also require the sale of the outsource offering to new clients.

The candidate will be required to manage budget, resource and costs, determine out of scope, proposals for improvements, monitor progress, performance of SLA delivery, manage client expectation and monitor effective and efficient use of support staff.

Required Skills

The ideal candidate for this position will have:

• Extensive Management skills with previous Outsource Management experience
• 10 Years or more experience on Embrace, UNIX and Windows
• Technical skills relating to Universe, Windows, UNIX and the Embrace environment including Embrace Programming and the Embrace Utilities

The ability to communicate and build relationships with a diverse team - Team Oriented

• Ability to lead teams through example
• Requires a high degree of communication, supervisory, organisational and good management skills
• Ability to work in an accurate and organised manner to effectively manage related-job pressures and deadlines
• Communicate effectively, in writing and verbally, with clients, peers, subordinates and management
• Ability to develop, articulate and execute on the ACS vision and strategy to new prospects

The Company offers flexi-time, paid overtime, medical aid and provident fund. A car scheme, an incentive bonus scheme and a highly negotiable salary are offered. The company is extremely successful and is growing.