TJ 17869 - OPERATIONS MANAGER (MANAGED SERVICES I.T)

• Operational Systems Strategy & Implementation
• Process Improvement & Process Creation
• Functional Oversight of Service Delivery
• Managed Services Operational Optimisation (primary focus)
• Project Workflow Enablement
• Resource & Capacity Planning Support
• Financial & Commercial Operations Support
• Governance & Risk Reduction

KEY PERFORMANCE INDICATORS

Operational Efficiency

• % of core processes documented and adopted
• Reduction in operational escalations to senior management
• Workflow cycle-time improvements
• Reduction in recurring operational issues

PSA & Systems Implementation

• Successful PSA rollout within agreed timeline
• Adoption rates across technical staff
• Accuracy of time capture
• Reporting availability and quality
• Integration effectiveness with finance and RMM platforms

Managed Services Operations

• SLA compliance trends
• Ticket backlog health
• Reduction in reactive support patterns
• Service consistency indicators

Project Operational Performance

• Visibility into project effort vs scope
• Reduction in scope leakage
• Improved project completion predictability

Financial Enablement

• Billing input accuracy
• Reduction in revenue leakage
• Improved visibility into operational margins

Scalability Readiness

• Onboarding effectiveness for new staff
• Ability to absorb growth without operational breakdown
• Systemisation of the business with reduction in key-person dependencies