Core Description

• Responsible for managing the onsite resources who are required to deliver the contracted services to clients. The Ops Manager needs to be aware of the status of all services provided to the client and initiate interaction with the client for, scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes

Key Deliverables / Primary Functions
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 according 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 SLA
• Responsible for identifying the need for and initiating corrective actions.
• Service Delivery Planning and Control
• Establishes and maintains operational methods, procedures, and facilities in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency.

Account Management

• Assists with managing relations with the service providers and the SLA’s that may affect the quality of ICT service we deliver to our customers
• Administrative Management
• Analyzing risks and keep the risk register updated.
• Build and maintain flight plans to ensure effective service delivery and growth.
• People Management
• Assigning the roles and responsibility among the technical team members. Oversee and review all staff activities and guide them in managing time and deliverables.
• 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

• Microsoft Office
• Mobile Support
• Hardware Troubleshooting
• IT Terminology
• Administrative

Core Behavioural Competencies

• Deciding & Initiating Action
• Leading and supervising
• Coping with pressures & setbacks
• Applying expertise & Technology
• Working with people

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma
• NQF 4: Grade 12 National Diploma
• Additional Education -Preferred /Advantage

Experience

• 3 years’ experience OR
• 5 years’ experience