Manager: Operations

Business unit, Department, Reporting

Core Description

Manages and controls the resources required to deliver the contracted services to clients by being fully aware of the status of all services provided to the client, as well as to initiate interaction with the client for scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes.   

Key Deliverables / Primary Functions

• Takes responsibility for investigative work to seek effective business solutions and organises their implementation through improvements in information systems, data management, processes/procedures, organisation and equipment   
• Translating customer requirements into working instructions for Delivery  
• Investigate possible Business growth and foresee/complete the process to increase the revenue  
• Service Level Monitoring  
• Managing customer ICT related contract and SLA renewals  
• Managing incident, process and customer request and coordination with technical team to ensure that quality services are delivered with regard to the agreed SLA  
• Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request)  
• Liaises regularly with service providers and users to review and improve performance against SL  
• Responsible for identifying the need for and initiating corrective action 
• Planning, managing and overseeing DWM projects implementation to ensure on time delivery  
• Management of Office ICT Infrastructure at the main BCX Office and Disaster Recovery site  
• Establishes and maintains operational methods, procedures, and facilities in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency  
• Building and maintaining customer relations and satisfaction, through frequent visits, communication and timed feedbacks  
• Managing relations with the service providers and the SLA’s that may affect the quality of ICT service we deliver to our customers  
• Analyzing risks and keep the risk register updated  
• Build and maintain flight plans to ensure effective service delivery and growth  
• Assigning the roles and responsibility among the technical team members Oversee and review all staff activities and guide them in managing time and deliverables   
• Producing and sharing with the technical team the service improvement plans, including planning for the staff trainings as per the prevailing business needs 
• Provide coaching and guidance and ensure that the necessary training takes place.   
• Successfully implement performance management and career development strategies and processes in alignment with BCX policy and guidelines  
• Conduct performance reviews at least bi-annually and in alignment with BCX’s policies and procedures 

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

5 years experience in IT Operation Management  

OR 

Grade 12 & 7 years experience in IT Operation Management  

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements