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  • Posted: Nov 3, 2021
    Deadline: Not specified
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  • Content+Cloud is one of the UK’s leading technology services, solutions and support providers, with a passion for helping ambitious organisations and their people to succeed. We believe in helping to create a world in which organisations grasp all that technology can offer, improving results and the experiences of their people. We work with a wide r...
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    Operations Manager

    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

    Method of Application

    Interested and qualified? Go to Content+Cloud on apply.workable.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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