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Job Description
Overview:
- Operation Manager is required to support the successful delivery of contracts to enterprise clients. He/She will be responsible for the production of Management Information and the measurement of key controls working directly with the operations team to ensure the effective delivery of the service and achievement of service levels.
- The incumbent will be the single point of contact for reporting and a number of Service Operation processes including Incident Management, Problem Management, Service Level Management, Knowledge Management, and Event Management.
- In addition, He/She will be required to ensure compliance to the relevant contractual governance & control requirements. The team is leveraged across several central/local government contracts with each team member having a primary focus on a single contract.
Job Description:
- To ensure all contracted SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) measured and achieved with the associated Management Information produced within the required timescales.
- Attend service review meetings and supplier forums as requested.
- Monitor service delivery performance against relevant contractual governance & control requirements with a specific focus on the following processes: Incident and Problem Management, Service Level Management, Knowledge Management, Event Management, Continual Service Improvement, Impacting change to all of the above, Documentation & audit
- Provide daily/weekly/monthly Management Information related to Incident Management / Service Level Management.
- Provide daily/weekly/monthly Management reports related to project performance and progress.
Job Requirements
- Bachelor degree from a reputable university.
- 3 - 5 Years of experience in the same role.
- A successful proven track record for not less than 2 years gained within an IT/service/customer contact environment.
- Solid PC skills with capabilities of report generation through Microsoft Excel
- Knowledge and experience in dealing with external customers
- IT environment preferable
- PMP Certificate is preferable.
- Ability to analyze relevant information to make quality decisions ability to build and develop relationships with people at all levels.
- Numerate Competent in the use of MS Office suite.
- Personal drive and motivation to succeed.
- Demonstrate ability to self-develop.
- Role model in personal behavior and performance standards.
- Flexible and able to cope under pressure.
- Good communication skills are required to deal with partners and any experience regional clients would be advantageous.
- Able to resolve issues under the guidance of our policies, processes and internal controls.
- Attention to detail to ensure complex customer orders are processed efficiently.
- Should be a team player and flexible to assist others when workload is high.
- Have high regard for customer satisfaction, with the ability to build relationships and effectively communicate.
