Operations Manager at Altron Bytes Systems Integration

Job Description

The major function of this position is to coordinate delivery of Altron Systems Integration services to clients and is responsible for all Service Support and Service Delivery actions to ensure they meet the Clients business needs and IT Requirements. Responsible for overall Customer Satisfaction and adherence to SLAs. Ensure Altron SI operates as a true managed service provider. This role is responsible for the Line Management functions and the delivery of all teams that report into the Operational Support function. Driving responses to and providing input into RFP process and creating associated proposals, and assist with expanding existing and new account revenues as per annual targets.

• Building a personal relationship with key client staff
• Successful service delivery - SLA achievement and high level of customer satisfaction
• Monitoring overall performance of services
• Good communication around issues and opportunities – get things done, make things happen
• Collaborating with senior management on client account management and growth
• Building service reports
• Service reporting and running service delivery meetings
• Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
• Removing all obstacles to customer satisfaction and / or financial performance
• Looking out for client’s and ASI’s long-term interests
• Following up if service delivery is not meeting expectations
• Working with the client and operations teams to identify and manage service improvement activities
• Along with Service Delivery Managers and Technical Leads, accountable for and contribute to the overall performance of the Ops managed services division
• Ability to follow hardware and software best practices as defined by the Managed Services agreement
• Ensure all process areas followed exactly as per ASI / client processes
• Complete and submit management checklist weekly
• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with Services
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to services to improve metrics
• Contract management with the client
• Support the development of new opportunities in Operational Support services
• Mentor and support the team in career growth
• Submission of individual KPI’s for review

The incumbent is required to have demonstrated the following competencies:

• Excellent documentation skills and attention to detail
• Ability to deliver technical presentations competently
• Must be commercially aware, able to identify & effectively communicate commercial opportunities
• Able to produce and deliver relevant and effective training as required and necessary both into Managed Services staff and customers where relevant
• Excellent written and verbal communication skills; good team player; highly motivated self-starter; good relationship builder with strong diplomacy skills
• Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything they do
• Able to understand and deliver services which are provided on a 24x7x365 basis
• Must be able to work proactively and under pressure
• Willingness to travel and overnight when the role demands it

Relevant experience and Qualifications:

• 5 + years relevant experience
• Education/Certification:  ITIL, Management, IT related qualification

Education

• National Diploma: Information Technology (Required)