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The Operations Manager holds a key leadership position and is considered a senior member of the team. The Operations Manager is responsible for the overall management of the Modern Workplace and Enterprise Application support teams and functions, as well as our Managed Device and Managed Voice services. Each CSD function has its own set of capabilities and key responsibility areas that finally contribute to the organizational goal. The Operations manager plays a vital role in maximizing the output of their various CSD functions as well as being a contributor towards the achievement of the company’s strategic and operational targets and overall business aims.
Coordinate, manage and monitor the functions and team members which are part of the CSD Operations team (as listed above) with the use of SLA’s and KPI’s.
Take over management of senior technical resources and team managers for the different functions within Modern Workplace/Enterprise Apps.
Capacity planning and ensuring that production departments have sufficient time and resourcing to deliver on time according to customer demand.
Establish efficient and flexible work schedules and managed overall resource Schedule planning.
Manage and drive the accurate capturing of timesheets and trending forecasts.
Improve processes and policies in support of CSD goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations, and procedures.
Assist in recruitment and placement of required staff; establishment of organizational structure; delegation of tasks and accountabilities. Monitor and evaluate performance in partnership with the People and Talent team.
Monitor, manage and improve the efficiency of support services and facilitate coordination and communication between support functions.
Maintain proactive, dynamic, and effective communication with customers and internal personnel.
Co-ordinate and drive effective support services and deliver against agreed KPIs and customer expectations.
Pro-actively identify potential operational risk and determine suitable mitigation factors to minimise the risk.
Respond appropriately and dealing with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
Take ownership of incidents allocated to the relevant team’s ticket queue and professionally manage them through to resolution or escalation.
Ensure that the working environment is conducive to high quality performance and service.
Work with the Head of Modern Workplace to recommend innovative business and technical solutions to improve operational effectiveness.
On a monthly basis report on the successful delivery of service for the functions within a reporting deck.
Tracking of customer survey feedback along with the Process Manager and Quality Assurance team to identify appropriate mitigations in relation to people, process, and product.
Initiate meetings with stakeholders in support service-related instances to resolve issues or collaborate as required.
Possess excellent personal organisation and business administration skills in accordance with best practice methods.
Ability to build a high-performance team who can operate efficiently; effectively; productively and cost effectively.
Monitor staff performance and evaluate employee efficiency which must be documented during the process of performance meetings with each direct report a minimum of twice annually.
Willingness to learn; improve and adapt
Applicable management qualification
ITIL foundation certification
Technical background working in a senior support role covering the Microsoft Cloud and the ability to engage in technical discussions with senior stakeholders on our products/services.
Minimum of 4 to 7 years’ experience managing a team of more than 40 staff and 3 direct reports within a technical support and ITIL (or similar) process structured environment.
Proven experience in relation to setup and maintenance of ITIL processes.
Prior experience of working in a highly pressurised environment.
Excellent analytical and problem-solving skills
Deep understanding of the core business of the company and the avenues for growth
Ability to compose data into reports and interpret against forecasting
Verbal communication – professional phone manner and ability to match the customer’s style/level of communication
Written communication – ability to write professional emails and document knowledge clearly and concisely
An appreciation for understanding how to deliver against service expectations
Shows initiative at every level
Job Type: Permanent
Salary: R60 000 per month
Role based out of our Century City offices (currently working remotely)
40 - 45 hours per week (Based on UK time zone)
Retirement Fund & Medical Aid
Death, Funeral and Disability cover
20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)
Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)
Continual professional development plans
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