Job Description

Key purpose:

The Managed Services (MS) Operations Manager operates as part of the Global Center of Excellence and is accountable for service delivery in the CoEs in the provision of the highest level of client satisfaction and the successful continuance of business operations within the company. They assist with the planning, building and support of delivering managed services and work with regional and local teams to meet business objectives.

 Duties and responsibilities:

• Proactively monitor and drive service delivery to clients from the Operations Centre and/or CoE Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in the Operations Centre and/or CoE
• Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites
• Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate
• Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients
• Provide operational support and continuous service improvement post client handover from TS (or other) teams
• Plan and implement training and development initiatives for direct reports
• Review training requirements for service operations teams
• Engage with clients for technical operations as part of routine operations
• Plan and implement key service improvement priorities based on a continual service improvement approach
• Feed continual service improvement priorities into the automation team
• Lead the team in the implementation of strategic initiatives
• Measure, analyse, and improve teams delivery capabilities Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved
• Responsible for the day to day running of the Operations Centre and/or CoE in line with the performance established by the business
• Ensure maximum uptime and the accurate and early response to client operational issues
• Responsible for resource planning and work allocation to meet agreed service levels
• Identify opportunities for continuous service improvement
• Engage with clients for technical operations as part of routine operations

Qualifications and experience:

• Typically requires substantial related experience with a Bachelors or equivalent degree; or extensive experience
• ITIL certification
• Relevant technical certifications

Knowledge, skills and attributes:

• Excellent organisational and team leadership skills
• Excellent communication skills both verbal and written
• Ability to collaborate with internal stakeholders and external clients
• Ability to understand budgets and cost management
• Strong leadership skills including effective time management, prioritisation, and delegation of work
• Excellent focus on client centricity
• Highly focused on business outcomes
• Ability to guide the team through transformational objectives set out by the business
• Ability to communicate and work across different cultures and social groups
• Ability to work well in a pressurised environment
• Ability to adapt to changing circumstances