Job Title: Senior Manager Service Operations Delivery
Key responsibilities:
Senior Manager responsible for delivery and operations of Managed Services.
Ensure adoption of operations procedures and service quality assurances through the management of the Managed Services Operations and Delivery unit.
Manage and Operate a 24x7 Managed Services Operations Centre
Implement Control, Measure, Monitor and Reporting ethos amongst the team for Customer Visibility, Availability & Reliability, Scalability of Services and Resources, Agility for fastest response times, continuous improvements and flexibility to customise services and solutions
Work closely with Product Management and engineering, Network Implementation and Business Management teams through NPI gates
Coordinates and helps prioritize projects and enhancements to assure a sound overall uninterrupted operations.
Implements best practice policy, processes and procedures as agreed by the business
Builds process for rapid problem detection and resolution
Manage the Infrastructure life cycle of the Managed Services systems and platforms in accordance with strategies
Explore, define, plan, and support the management and implementation of all Managed Services, in conformance with best practice framework/s
Ensure all managed Service requirements from sales and customer/s are implemented in conformance with managed services best practice and ITIL/eTOM
Implement fastest Operations Service Readiness plans
Manage the technical planning and design of managed services and administer frequent performance and optimization management controls
Administer control of the business processes to achieve best fulfillment, assurance and billing
Define, Manage and continuously evaluate the Managed Service operating budget, vendors, partners and contract SLA in collaboration with Product Management
Manage a team of managed services specialists, including resource planning, recruitment and performance management
Drives operational excellence through people, process and tools
Strong technical background with ability to lead and manage activities of high level technical staff and consultants, across broad spectrum of data center technologies and geographies
Excellent inter-personal skills including coaching and motivating people
Review effectiveness of problem control process and procedure
Coordinate resolution of problems
Review the effectiveness and efficiency of proactive problem management activities
Review incident data to analyze problems
Investigate problems through to resolution or error identification
Coordinates actions of other role players as necessary to assist with analysis and resolutions of problems and known errors
Maintain known error database
Raises change request and ensure implementation as per policy and procedure
Participate in design, develop and verification process and procedures for Operations services and infrastructure
Responsible for audit activities relating to Operations
Optimize the availability and/or capacity of Operations services and infrastructure to deliver cost effective improvements that deliver tangible benefits to business
Provide a range of availability and capacity reports to ensure agreed service levels are met or exceeded on an ongoing basis
Provide all round management of availabilitycapacity including processes and technology
Take actions to achieve reductions in frequency and duration of incidents that impact systems’ availability
Ensure shortfalls in availabilitycapacity are identified and corrective actions taken proactively
Review availabilitycapacity with all stakeholders on a regular basis
Identify action to reduce the frequency and duration of incidents that impact availabilitycapacity
Provide regular reports on availability, capacity, reliability and utilization to Team Lead and Management
Ensure that diagnostics and prescribed action/s are taken on operational events, alarms, incidents and problems
Monitor all Operations’ services to ensure quality of service, availability is delivered on a daily basis
Oversee and participate in operational activities for operational units assigned
Maintain and review all operational documentation, processes, management and diagnostics tools
Ensure routine maintenance tasks are completed on all Operations services and infrastructure
Ensure that all Operations’ services and infrastructure is maintained according to policies and recommendations and regular checks
Ensure BCP/DR plans are documented, relevant and tested as per operational procedures
Participate in the design and review activities for technologies and initiatives within Operations
Control and administer hardware, software and operating system configurations for all Operations’ services and infrastructure
Ensure Vendor maintenance to systems, services and infrastructure are applied as per policy
Involvement in projects, not only during Service Design and Service Transition, but also for Continual Service Improvement or operational projects
Provide service reports on operational delivery performance and quality
Provide an architectural roadmap for area of responsibility highlighting quarterly deliverables or milestones
Requirements, Experience and Attributes:
The ideal candidate for this post should have the following:
Qualification and Skills:
Post Graduate or Degree or National Diploma in IT/Computer Science and related qualification
ITIL certified
Professional membership preferred
More than 10 Yrs experience in operations and delivery managing products and services from a service provider environments
More than 5 years of relevant leadership experience, and a proven track record of people management structures
Experience:
Willing to work a flexible hours to meet business requirements.
Extensive experience, across a wide spectrum of technologies and services and infrastructure including but not limited to managed services
Hands on experience setting up and configuring various systems
Expert knowledge in troubleshooting various hosting infrastructure technologies.
Clear understanding of Operations support services
Must be able to proactively identify problem areas and provide or recommend solutions.
Strong critical thinking and analytical skills.
Able to communicate effectively with internal and external stakeholders, including senior level executives of the organization.
Able to organize work flow to meet numerous milestones and deadlines.
Proven ability to analyse and evaluate user needs
Experience, skill and a strong understanding of data centre and managed hosting services
Hands-on experience in creating customized forms, rules, validation procedures; and configuration templates as to how to integrate off the shelf and custom build requirements
Experience in automating services
Excellent customer service and communication skills.
Strong project management skills
Process and procedure enforcer
Strong Vendor Management skills
Attributes:
Problem solver who can lead team through crisis situations through rational approach, mature judgment and clear coordination of tasks
Knowledge of and experience with various next generation applications, technologies and Infrastructure
Knowledge of various monitoring toolsets
A passion for technology and a driven approach to innovate
Excellent knowledge of service and technology stack
Excellent knowledge of managed service management models and implementation of methodologies and processes
Excellent managerial skills and drive to lead and manage internal and external operations team/s
Ability to engage and communicate at executive level and customer levels
Ability to manage Financial and Operational budgets
Strong verbal and written communications skills
How to apply:
http://www.neotel.co.za/wps/portal/!ut/p/c5/04_SB8K8xLLM9MSSzPy8xBz9CP0os3gL52AnczcPIwMLMw9DA0_vAB9_M2NjY3cjA_1wkA4kFe7uxpZAFYGBhu6-_gYG7sYE5E0g8gY4gKOBvp9Hfm6qfkF2dpCFo6IiAPq_NjU!/dl3/d3/L0lDU0lKSWdrbUEhIS9JRFJBQUlpQ2dBek15cXchLzRCRWo4bzBGbEdpdC1iWHBBRUEhLzdfOENTQjdGSDIwODZIMTBJS1BMTzYzMzNHVTEvOlVJY243Nzk2MDAwNA!!/?WCM_PORTLET=PC_7_8CSB7FH2086H10IKPLO6333GU1000000_WCM&WCM_GLOBAL_CONTEXT=http://www.neotel.co.za/wps/wcm/connect/lib_portal+content/site_neotel/sa_careers/801c8700401b77c5af41efa065a0f9df
Deadline: 02 July 2013
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