Technical Operations Manager at NOVA Human Capital Solutions

The purpose of this role is to ensure the operational integrity of the technologies and services provided, is maintained and to be accountable for hardware and software functioning. The Operations Manager must clearly understand the goals of the organisation and develop a clear vision of exactly how operations will help achieve them. It involves translating the goals for staff and to focus on the Service Desk functioning. Duties also include but are not limited to: develop and implement service processes and procedures according to Service Level Agreements; to exceed customer expectations; to make decisions on all operational issues and ensure the completion thereof.

The Operational Manager have both an internal focus to the Service Desk (focussing on System administration, System support, Capacity dimensioning & Customer service & support) and an external focus, through which business users, direct and reseller customers are all seen as their direct customers. In this respect the focus of the Operations Manager is the continuous development, implementation and improvement of performance.

Qualifications:

•  Relevant Degree in Computer Sciences
•  Qualification(s) or Certification(s) in Business Management
•  Linux, RedHat or other relevant qualifications.

Knowledge and Skills :

•  Company policies and procedures.
•  Understand business ethics and values.
•  Understand structure and reporting lines.
•  Software development and support terminology.
•  ITIL principles and terminology.
•  Computer literate
•  Excel skills (Advanced level).

Experience:

•  Minimum 3 years Operations Management experience (in terms of terminology, workforce planning, business analyst functions).
•  3 or more years of People Management experience in the technical field.
•  ITIL exposure will be advantageous.

Legal Requirements:

•  Valid code B driver’s license and own transport.
•  Passed credit and criminal checks.
•  S.A Citizen or valid work permit for S.A.

Main Responsibilities:

•       Governance
•       Adhere to company policies, departmental procedures and procurement processes.
•       Teach and learn
•       Be professional

  Have fun

•  Weekly and monthly reporting.
•  Communicate and practice a fair and consistent disciplinary code.
•  Develop and manage weekly, monthly and/or quarterly targets.
•  Develop and adhere to operational targets against organisational strategy.
•  Develop and document relevant operational policies, processes and procedures within the department.

Evaluate and implement Operational roles and responsibilities:

•  Develop, produce, review and evaluate the roles and responsibilities of the balancing functions of all IT and operational functions and other functional areas that has an impact on the Service Desk.
•  Develop, prepare and review all Service Level and Operation Metrics, KPA and KPI scorecards for service delivery.
•  Continuous improvement: Analyse all processes & procedures through various proactive self-initiated projects to ensure efficiency

Operational Strategy:

•  Provide input into strategy (Support, Training and Customer Care)
•  Development and implementation of a customer-focused strategy within Company Systems.
•  Reporting:
•  Ensure Management team receives timely and accurate monthly and year to date reports.
•  Prepare reports and ensure optimal performance and maintenance against customer service level agreement records for the Service Desk.
•  Forecast capacity requirements based on Sales Pipeline.
•  Report possible service capacity breaches to Sales to facilitate timely customer service upgrades.
•  Prepare customer Incident Reports on a case-by-case basis.
•  Prepare all scheduled customer reports as per customer SLA’s.
•  Develop, produce, review, analyse and report on management information on a regularly recurring basis. this includes:
•  Service Desk KPA's & KPI's
•  Conduct performance appraisals: Service Desk staff
•  Customer service and support statistics relating to existing services.
•  System statistics relating to System administration activities and future needs; System support; System and service availability & Capacity dimensioning.

Operational Processes and Procedures:

•  Assist Management Team to align operational services to support the overall business strategy of the company.
•  Initiate strategies to improve operational service efficiency.
•  Manage: Plan, direct, evaluate and coordinate the activities of subordinates.
•  Recruit staff members and oversee training programs in conjunction with HR.
•  Prepare and manage work schedules and assigning specific duties and tasks.
•  Standardisation of Service Desk methods of work.
•  Establish and manage the development and implementation of processes and procedures for improved service delivery to ensure adherence to service level agreements to the benefit of the business user and customer.
•  Process and procedure development and implementation for improved incident management and problem resolution to return services to normal without delay.
•  Implement and maintain processes to ensure efficient hardware maintenance and information back-up on a regular basis.
•  Ensure compliance to all disaster recovery plans.
•  Regularly review the Service Desk processes and procedures for improved service delivery and to ensure effective use of all resources to the benefit of the business user and customer.

Monitoring and change management:

•  Development and maintenance of a Known-error and Work-around database.
•  Monitor and analyse the performance of the human resources assigned to the Service Desk on a continuous basis to determine the need for training, process improvements or amendments against customer service levels.
•  Assist technical staff to check and ensure resolution of all issues to achieve objectives in line with or exceeding customer service level agreement expectations.
•  Develop and provide training to upgrade service delivery quality as may become necessary.
•  Monitor and analyse service incidents logged via the Service Desk on a daily basis to identify possible problems and determine the need for maintenance or repair activities.
•  Ensure satisfactory conclusion of all Service requests, Incident management and Problem resolution, in line with specific SLA requirements.