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- Jul 9, 2015
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An International company – managing UK clients seeks to appoint an Operations Manager (EE position): to manage the day to day service delivery to Remote Service customers in line with contractual requirements.
Main Duties:
* Position the Company and the customer relationship as a partnership, demonstrating an in-depth understanding of the business requirements and customer’s expectations and taking ownership of operational customer issues through to resolution.
* Assist the Team Leader to manage resources within the team to optimise productivity.
* Work in partnership with the Account Teams and the customer in regularly reviewing customer service and defining/implementing service enhancement opportunities.
* Ensure SLA’s are achieved and client expectations are met (or exceeded).
* Proactively manage costs and cross charges including identifying new business opportunities.
* Review productivity and resource planning.
* Liaise with the Team Leaders in planning and implementing effective training and development activities to meet contractual and business objectives.
* Identify profiles within the team and work with individuals to agree and maintain personal development plans which achieve business and personal goals.
* Be available to help address staff issues ensuring all Corporate policies are understood, implemented and regularly reviewed.
* Manage the conditions for a learning and empowered environment where personal skills development is encouraged and valued.
* Set and manage personal and team standards of behaviour at work, and initiate and manage motivation and reward and recognition processes.
* Assist in the pre-sales activities for new opportunities and customer visits.
* Work as part of the operations teams to integrate new services.
* Demonstrable experience in an IT customer services environment.
* Demonstrable building/maintaining relationships at all levels
* Influencing & negotiation skills
* Excellent decision making/problem solving skills
* Ability to implement and manage change
Essential Qualifications
Senior Certificate + 3 (degree or diploma)
Qualified to ITIL foundation level
Please forward a detailed cv to jobs@straiton.co.za
Main Duties:
* Position the Company and the customer relationship as a partnership, demonstrating an in-depth understanding of the business requirements and customer’s expectations and taking ownership of operational customer issues through to resolution.
* Assist the Team Leader to manage resources within the team to optimise productivity.
* Work in partnership with the Account Teams and the customer in regularly reviewing customer service and defining/implementing service enhancement opportunities.
* Ensure SLA’s are achieved and client expectations are met (or exceeded).
* Proactively manage costs and cross charges including identifying new business opportunities.
* Review productivity and resource planning.
* Liaise with the Team Leaders in planning and implementing effective training and development activities to meet contractual and business objectives.
* Identify profiles within the team and work with individuals to agree and maintain personal development plans which achieve business and personal goals.
* Be available to help address staff issues ensuring all Corporate policies are understood, implemented and regularly reviewed.
* Manage the conditions for a learning and empowered environment where personal skills development is encouraged and valued.
* Set and manage personal and team standards of behaviour at work, and initiate and manage motivation and reward and recognition processes.
* Assist in the pre-sales activities for new opportunities and customer visits.
* Work as part of the operations teams to integrate new services.
* Demonstrable experience in an IT customer services environment.
* Demonstrable building/maintaining relationships at all levels
* Influencing & negotiation skills
* Excellent decision making/problem solving skills
* Ability to implement and manage change
Essential Qualifications
Senior Certificate + 3 (degree or diploma)
Qualified to ITIL foundation level
Please forward a detailed cv to jobs@straiton.co.za
