Operations Director_ZA at Computacenter

Main purpose: 

• The Operations Director will be responsible for leading and managing their Service Desk function within a large multinational IT managed service company. The role involves overseeing the day-to-day operations of the assigned Service Desk team, ensuring efficient and effective delivery of IT support services to clients. The Operations Director will play a critical role in driving operational excellence, optimising service delivery processes, and fostering a customer-centric culture

Main Duties/Responsibilites

Leadership and Team Management:

• Provide strategic leadership and direction to the Service Desk team, setting clear goals and objectives.
• Foster a high-performance culture, ensuring team members are motivated, engaged, and supported in their professional growth.
• Conduct regular performance evaluations, provide feedback, and identify training and development needs.
• Encourage collaboration, teamwork, and knowledge sharing among team members.

Service Desk Operations:

• Oversee the day-to-day operations of the Service Desk, ensuring service levels are met or exceeded.
• Develop and implement operational policies, procedures, and best practices to streamline service delivery processes.
• Monitor service performance metrics, analyse data, and identify areas for improvement to enhance operational efficiency.
• Continuously evaluate and enhance the Service Desk's capabilities, leveraging industry best practices and emerging technologies.

Client Relationship Management:

• Build and maintain strong relationships with key clients, acting as a trusted advisor and escalation point for service-related matters.
• Collaborate with clients to understand their IT support needs, develop customised service solutions, and ensure client satisfaction.
• Conduct regular client meetings, providing updates on service performance, addressing concerns, and identifying opportunities for service enhancement.

Quality Assurance and Continuous Improvement:

• Implement quality assurance processes to ensure consistent and high-quality service delivery.
• Monitor customer feedback and review customer satisfaction surveys to assess service levels and identify areas for improvement.
• Lead initiatives to drive continuous improvement, such as process optimisation, automation, and the implementation of new tools or technologies.
• Stay updated on industry trends, emerging technologies, and best practices related to IT service delivery.
• Financial Management:
• Responsible for all commercial aspects of the customer accounts and services under you.
• Work closely with the Commercial manager and finance team to ensure commercials cover for all services delivered. 
• Monitor and control operational expenses, identifying cost-saving opportunities without compromising service quality.
• Conduct financial analysis and reporting to track performance against budget and financial goals.
• Monitor financial risks and develop mitigation plans as required.
• Stakeholder Collaboration:
• Collaborate with other internal teams, such as the Sales, Service Management, Tooling, and Project Management teams, to ensure seamless service delivery and support the achievement of organisational goals.
• Work closely with senior management to provide insights, reports, and recommendations on Service Desk operations and performance.

Essential Skills and Knowledge

• Bachelor's degree in Information Technology, Computer Science, or a related field (Master's degree preferred).
• Proven experience (at least 8-10 years) in a leadership role within an IT managed service company, specifically overseeing Service Desk operations.
• Extensive knowledge in related industry and of IT service management frameworks, such as ITIL, and demonstrated experience in implementing and adhering to ITIL processes.
• Experience managing a geographically dispersed and diverse team.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Proven track record in driving operational excellence and continuous improvement.
• High Familiarity with IT service management tools and technologies.
• Project management certification (e.g., PMP) is a plus.