Key Responsibilities:

• Manages the shift roster and ensures all operations metrics are monitored.

• Ensures shift handover processes are adhered to and managed.

• Manages in shift escalations from clients.

• Dashboards all key Metrics and manages the about to be breached situations.

• Ensures that services are meet the stated service level agreement (SLA) levels.

• Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.

• Monitors the operational effectiveness of support services and develops and implements the required improvement plans.

• Balances the needs of the client with the strategic direction of the organization.

• Understands the core issues affecting the client and works with the relevant service teams to resolve.

• Identifies needs, risks and issues and proposes appropriate solutions and courses of action.

• Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).

• Performs any other advanced operational tasks as required by leadership.

Knowledge and Attributes:

• Excellent customer service focus.

• Excellent communication skills and ability to prepare structured, and relevant communications to operations leaders.

• Excellent organizational skills with the ability to work in a fast paced and deadline driven environment.

• Proven ability to work creatively and analytically in a problem-solving environment.

• Seasoned ability to quickly become proficient in delivery processes and related systems.

• Excellent ability to analyze, design and improve operations processes.

• Excellent focus on business outcomes.

• Ability to work across different cultures and social groups.

• Ability to work well in a pressurized environment and adapt to changing circumstances.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in Information Technology or Business Administration or related.

• ITIL foundation certification.

Required experience:

• Seasoned work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment.

• Seasoned experience gained in a service delivery environment including technical and service management exposure.

• Seasoned experience in managing customer escalation situations and objection handling.

• Seasoned Managed Services operations experience.

Work Conditions

• Will be required to work from Client Office on most days

• May be required to work outside normal office hours or weekends to support critical activities and incidents.