Client Service Operations Manager - L3 (Azure Certified)

SUMMARY:
Client Service Operations Manager

POSITION INFO:

Our client a global tech firm is seeking an Operations Manager Level 3 (Azure Certified) to join their team in Sandton , they offer stability, growth, an excellent working environment and an excellent salary package

Description

The Client Services Operations Manager works closely with colleagues from all Services divisions to manage all aspects of service delivery into the various service delivery contracts within their client(s) and ensure the continued focus on the execution of the agreed service plans and initiatives. The Client Services Operations Manager ensures the integrity of the services provided by the Dimension Data Group. The primary responsibility of the Client Services Operations Manager is to plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery. These individuals contribute to the definition and management of the Services Delivery strategy and execution thereof into their clients. 

Enterprise IT Governance  

Reviews current and proposed information systems for compliance with the organisation''s obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy. Provides specialist advice to those accountable for governance to correct compliance issues.  

Service Level Management  

Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the client negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.  

Relationship Management  

Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from Clients and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance Client and stakeholder relationships.  

Client Service Support  

Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved. Drafts and maintains policy, standards and procedures for the Client service or service desk functions. Ensures that the catalogue of requestable and supported services is complete and current.  

Requirements

Minimum Qualifications Required  

• Relevant bachelors degree
• ITIL Version 3
• Azure Administrator
• Azure Fundamentals Certification

Work Experience Required  

• 10 years in Service management and Reporting
• At least 5 years’ experience on Cloud compute is essential, preferable on Microsoft Azure
• Strong understanding of ITIL is essential, especially around Major Incident management
• At least 5 years’ experience in IT Security and Networking
• Needs to have effective communication skills
• Contract and financial skills
• Service delivery across multiple internal and external parties
• Someone who is able to lead a high performance team

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