Operations Manager at Content+Cloud

Description

We are looking for an experienced Operations Manager to join our Content + Cloud Team in Cape Town and provide support to one of our many clients.

The Support Operations Manager holds a key position leadership and is considered a senior member of the team. The Support Operations Manager is responsible for the overall management of the customer facing support teams and functions, which includes first-time-fix support and remote support (which make up the Service Desk); Each support service function has its own set of capabilities and key responsibility areas that finally contribute to the organizational goal. The Support Operations manager plays a vital role in maximizing the output of the various support services as well as being a contributor towards the achievement of the company’s strategic and operational targets and overall business aims.

Generic Duties and Responsibilities

• Coordinate, manage and monitor the functions and team members which are part of the Support Services Operations team (as listed above) with the use of SLA’s and KPI’s.

• 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 Support Services 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 onsite 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 Support Services Process Manager to recommend innovative business and technical solutions to improve operational effectiveness.

• 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

Health and Safety

To comply with Health and Safety legislation, following Content + Cloud processes to ensure your own safety and the safety of others.

Requirements

Specific capabilities required

• ITIL foundation certification

• Proven experience in relation to setup and maintenance of ITIL processes.

• Previous 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 leve

Generic essential individual attributes

• Excellent time-management and prioritisation abilities.

• Meeting with employees to hear grievances and institute policies, as well as seeking feedback on policies and procedures.

• Ability to make quick and effective decisions.

• Ability to keep others motivated.

• High level of attention to detail and analysing data to identify potential risks to operations.

• Ability to listen and interpret customer needs.

• Excellent customer service skills

• Calm but positive and responsive under pressure

Honest, responsible, diligent, strong sense of integrity; organised and knowledgeable

Benefits

• Job Type: Permanent

• 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