Operations Manager (digital Business Solutions) (JHB)

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