About the position
ENVIRONMENT:
OWN the delivery of the entire Customer contract execution scope, including the entire lifecycle of projects as an Operations Manager wanted by a dynamic Internet Service & Network Specialist for its Digital Business Solutions Division. The role will include sales support - dimensioning of effort and cost during Pre-sales, End-to-End (E2E) planning and management of operational performance and delivering a cost-efficient, stable on-site support operations for the supported customers. The successful candidate must have Matric/Grade 12, a relevant Bachelor's Degree and Project Management qualification with 5 years’ experience with managing project P&L and 10 years’ experience in leading business programs of large scale, including the management of large Project teams and direct reports in a multi-national environment and a solid understanding of financials.
DUTIES:
- Own the delivery of the entire Customer contract execution scope, including the entire lifecycle of projects: from sales-support (including the dimensioning of effort and cost during Pre-sales) through delivery and post-delivery care.
- Serve as the Single Point of Contact for all service delivery matters.
- Primary contact for the assigned scope for planning and execution, resource requirements, prioritization and escalation topics for the entire services and delivery process.
- Contract execution performance with respect to operational KPIs, SLAs, OLAs, etc and requisite planning to enable successful execution
- End-to-End (E2E) planning and management of operational performance (e.g. timelines and Customer satisfaction).
- Leads a team of Programme leaders, Project Managers, Subject Matter Experts (SMEs), Implementation Managers and other delivery staff, to ensure deliverables fulfil the applicable scope, budget and timelines.
- Partner and work directly with client staff in creating join working teams for execution.
- Prepare reports for both Client Management teams and DBS PS Head regarding status and progress of the projects as per defined governance process.
- Drive service improvement and standardization, automation and consolidation/centralization in alignment with strategies.
- Where applicable, deliver a cost-efficient, stable on-site support operations for the supported customers.
- Maintain an understanding of the business objectives and processes and support Technology needs of customers. Stay sensitive to unique local needs.
- Collect customer viewpoints on Technology, services needs and service issues and communicate these to the appropriate Account Manager.
- Be the IT owner of vendor contracts for the applications within the domains.
- Ensure all applications in the domain are compliant and up to date with actual policies.
- Assist and support the communication of significant Technology activities within the customers under management.
Customer Experience/Satisfaction –
- Increase the effectiveness and efficiency of Services through improvements to each SLA.
- Ensure all SLAs are fulfilled within the contracted agreement with customer.
Financial Management -
- Be involved with BU Managers with overall financial management, planning, systems and controls, and organising fiscal documents.
- Manage the impact that working capital, budgeting, financial statements and cost-cutting has on the cash flow of Managed Workspace.
- Regular meetings with BU Manager around fiscal planning for the quarter and year ahead.
- Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals.
- Accountable for revenues and profitability of the contract execution scope.
- Contract execution performance with respect to financial KPIs, SLAs, OLAs, etc. and requisite planning to enable successful execution.
- End-to-End (E2E) planning and management of financial performance (e.g. cost, revenue recognition, project assets, etc.).
- Forecasting the respective contribution to the Business Unit’s financials.
Human Resource Management -
- Ensure quality operations management in an organisation by finding the perfect processes for the people who must get the work done.
- Manage and increase effectiveness and efficiency of Managed Workspace through improvements to each function as well as coordination and communication between staff.
- Create an empowering work environment to maximize and align workforce efforts and overall team productivity.
REQUIREMENTS:
Qualifications -
- Matric / Grade 12.
- Bachelor's Degree in the appropriate field of study or equivalent work experience.
- Acceptable Project Management qualification(s).
- Graduate Degree – Advantage.
Experience/Skills –
- Minimum 5 years’ experience with managing project P&L.
- Minimum 10 years of experience in leading business programs of large scale, including the management of large Project teams and direct reports in a multi-national environment.
- Exceptional Customer Handling skills.
- Exceptional communication, interpersonal, organizational, project and time management skills.
- Work schedule flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
- Established partner relationship management experience.
- Demonstrated track record of continuous support service and cost improvement and optimisation.
- Ability to liaise, establish strong relationships and work effectively with key leaders.
- High level proficiency in all aspects of communicating with team members, supervisor and peers.
- Basic understanding of financials.
- Basic Operations guidance.
ATTRIBUTES:
- Acute Business Acumen.
- Excellent written and verbal communication skills.
- Excellent client-facing and internal communication skills.
- Exceptional customer service orientation.
Desired Skills:
- Costing
- Financial Analysis
- Operations
- Presales
- Project Management
About The Employer:
A dynamic Internet Service & Network Specialist
