Our client is an expert provider that employs top-tier technology and industry best practices to develop, execute, and manage ICT-driven business solutions. The solutions they provide are designed to align with business strategies, meet intended purposes, save costs, and maximise performance.
Role Responsibilities
- Deliver high-quality services to customers by designing, implementing, and enhancing services and continuously improving them through standardisation, optimization, and automation.
- Build and manage high-performance teams, coach and develop resources, and implement HR governance structures.
- Ensure that all services are delivered to agreed-upon best practices and align with the contracted scope of services.
- Act as the escalation point for clients and staff and resolve and coordinate customer queries and complaints.
- Provide input into customer IT strategy and IT roadmap and identify opportunities that could add value and generate additional revenue.
- Collaborate with internal experts and external partners to achieve service delivery objectives.
- Lead due diligence and assessment projects, estimate effort required for projects and services, and identify and implement automation objectives.
- Review and approve designs and architecture and recommend continuous improvement and innovation initiatives.
- Analyse and report on operational metrics, recommend solutions for improvement of standards, policies, and procedures, and identify tasks eligible for automation.
- Develop and implement training plans to build and develop skills within the team and encourage knowledge transfer.
- Manage the department in terms of resources and operations to meet SLA requirements and ensure adherence to customers corporate governance and risk management policies.
- Formally raise any identified risks and issues with your direct manager and adhere to all health and safety requirements.
- Relevant tertiary qualification
- ITIL Foundation and MCSE Certifications
- Beneficial qualifications: Project Management Certification, TOGAF, ITIL Service Design, Certified Cloud Architect, Business Analyst Certification
- 5+ years of experience as a Service Delivery or Operations manager in an enterprise environment
- Experience in service design and implementation
- Experience in developing and implementing service standards including service definitions, policies and procedures, and technical standards
- Demonstrated ability to lead the development of responses to requirements such as RFPs, Solution Write-ups, Technical Response and calculation of effort and cost.
