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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

    go to method of application »

    Team Coordinator

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

    A Team Coordinator’s role is to undertake technical support duties and manage/co-ordinate a team of Support Services engineers servicing request fulfilment and offering guidance to end users, whilst assisting the Team Manager/Leader to co-ordinate team activities. The engineer must possess excellent verbal communication skills as well as good analytical and technical skills and continually look to improve Service. In addition, they need to collaborate with the entire Operations team with positive communication and sharing of knowledge and information. Working closely with the Team Manager/Leader to aid coordinating team activities, training, scheduling, monitoring, and documentation

    Duties and Responsibilities

    • Client induction / training for new starters and assist with the process and the new starter guide.
    • Coordinating team activities such as lunch time allocation to ensure constant phone cover.
    • Work with The Process team to coordinate major incidents. Work with The Process team to ensure correct process is being followed with assignments. (Work with Team Manager/Leaders to implement changes if required).
    • Work with Team Managers/Leaders to ensure constant availability for the client.
    • Liaising between internal team and service desk, ensuring Incidents and Requests are correctly passed over and in line with process and standards.


    Requirements
    Background, Experience and Skills

    The successful candidate should have:

    •  Demonstrable previous experience of team management/supervision within a technical support environment
    •  Previous exposure to working in a Service Desk Environment
    •  Understanding of Health and Safety implementation in the workplace
    •  Natural leader & mentor
    •  Proven analytical and problem-solving skills
    •  Strong written, oral and interpersonal communication skills
    •  Strong attention to detail

    Technical

    •  At least 2nd line technical knowledge and skills up to 2nd line level
    •  Excellent desktop troubleshooting skills.
    •  Basic to intermediate server and network identification and troubleshooting skills

    Desirable experience supporting:

    •  Active Directory
    •  Office 365
    •  Citrix
    •  Cloud
    •  Microsoft
    •  Windows 10
    •  VMWare
    •  VOIP
    •  Bitdefender
    •  Exchange
    •  Firewalls (Cisco, ASA, Juniper, Palo Alto)
    •  WAN (MPLS, VPLS, Internet)
    •  Formal IT qualification, ideally MCSE/MCSA/MCITP or multiple MCPs massively advantageous.

    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

    go to method of application »

    ServiceNow Solution Consultant

    Description

    As a ServiceNow Solution Consultant, you will be part of a growing team, working to support, develop and enhance the ServiceNow ITSM/ITOM solution that underpins our growth and innovation as a leading Managed Service Provider.

    The ideal candidate will have extensive experience in ServiceNow design and development, preferably in a consulting environment, with up-to-date Certified Implementation Specialist-ITSM. Additional specialist ServiceNow certifications such as CSM, Service Portal, CMDB, SAM, HAM, ITOM, ITBM would be an advantage. Scripting skills such as JavaScript, HTML and XHTML, XML, CSS, AJAX, Angular JS are highly advantageous.

    Requirements

    • Leading client workshops and eliciting requirements

    • Developing stories/use cases and implementing them to agreed design standards

    • Configuring bespoke workflows and integrations

    • Configuring and customizing ServiceNow adhering to best practice principles, depending on business needs

    • Creating technical documentation where required

    • Providing technical expertise and support

    • Communicating with clients

    Required skills and capabilities:

    • Certified ServiceNow Administrator

    • Certified Implementation Specialist-ITSM

    • ServiceNow Certifications nice to have: CSM, Service Portal, CMDB, SAM, HAM, ITOM, ITBM

    • ITIL Foundation Certified (optional)

    • Proficiency in ServiceNow administration, upgrades, integration, ongoing development within the platform, and problem identification, diagnosis and resolution

    Benefits

    • Job Type: Permanent

    • Role based out of our Century City offices (currently working remotely)

    • 40 - 45 hours per week

    • 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...)

    Method of Application

    Use the link(s) below to apply on company website.

     

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