Operations Manager - L3
Dimension Data
Johannesburg, South Africa
16d ago

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.

You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.

You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.

You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.

Great work. Great opportunities.

Want to be part of our team?

Takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance (including storage and communication of data, voice, text, audio and images) and effective use of IT infrastructure components and monitors their performance.

Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to.

Schedules and supervises all maintenance and installation work. Ensures that operational problems are identified and resolved.

Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current.

REF : SFIA Strategy & Architecture IT Management : Level 5)

Working closely with the Services teams, this role manages all aspects of service delivery into the various service delivery contract and ensure continued focus on the execution of agreed services plans and initiatives.

They plan, manage and monitor the implementation of operational activities and process in order to deliver on approved operational plans and to continuously enhance service delivery.

This role implements an improvement strategy that includes the structure and implementation of a services model to meet the business needs for our regional or local Services clients.

Stakeholder engagement

  • Internal : Support Services Management and Business Leadership
  • External : Clients
  • Service Design
  • Service Transition
  • Service Operations
  • Services Strategy
  • Service Level Management

    Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the customer negotiates service level requirements and agrees service levels.

    Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

    IT Governance

    Establishes, or confirms, staffing structures to support the work of the governing authority and proper relationships between the organisation and external parties.

    Review of management processes (and decisions) and confirms that they are compliant with the organisation's strategy for corporate governance of information.

    Is familiar with relevant standards and the principles embedded within them. Reviews new business proposals and provides specialist advice on compliance issues.

    Acts as the organisation's contact for relevant regulatory authorities. Establishes policy and standards for compliance with relevant legislation.

    Service transition

    Engages with technical design and project managers or Project Management Office, to ensure correct products are produced, in a timely fashion.

    Evaluates the quality of project outputs against agreed service acceptance criteria.

    Business Risk Management

    Plans and manages the implementation of organisation-wide processes and procedures, tools and techniques for the identification, assessment, and management of risk inherent in the operation of business processes and of potential risks arising from planned change.

    Relationship Management

    Identifies the communications needs of each stakeholder group in conjunction with business owners and subject matter experts.

    Translates communications / stakeholder engagement strategies into specific tasks. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans.

    For example, may oversee the organisation's promotional / selling activities to one or more clients, to ensure that such activities are aligned with corporate marketing objectives).

    Negotiates with stakeholders at senior levels, ensuring that organisational policy and strategies are adhered to. Provides informed feedback to assess and promote understanding.

    Portfolio, programme and project support

    Takes responsibility for the provision of support services to projects. Uses and recommends project control solutions for planning, scheduling and tracking projects.

    Sets up and provides detailed guidance on project management software, procedures, processes, tools and techniques. Supports programme or project control boards, project assurance teams and quality review meetings.

    Provides basic guidance on individual project proposals. May be involved in aspects of supporting a programme by providing a cross programme view on risk, change, quality, finance or configuration management.

    Technical Specialism

    Maintains an in-depth knowledge of specific specialisms, and provides expert advice regarding their application. Can supervise specialist consultancy.

    The specialism can be any aspect of information or communication technology, technique, method, product or application area.

    Financial Management

    Advises on financial planning and budgeting. Develops financial plans and forecasts. Monitors and manages IT expenditure, ensuring that all IT financial targets are met, and examining any areas where budgets and expenditure exceed their agreed tolerances.

    Assists with the definition and operation of effective financial control and decision making, especially in the areas of service, projects and component cost models and the allocation and apportionment of all incurred IT costs.

    Analyses actual expenditure, explains variances, and advises on options in use of available budget.

    Execute strategy

    Provides input on the tactical strategy and executes a supporting operational strategy. Recommend best practice for the deployment and ongoing operations management and technical support for service contracts.

    They understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness.

    They will work with other Dimension Data Service Units to build best practice services for our clients. They ensure that IT Services are aligned to the client’s business requirements.

    They will contribute to the development and implementation of a Service Management and delivery strategy for the Services business.

    Service delivery process

    Contributes to defining, developing and documenting the Service Delivery operations processes and procedures as aligned to regional / local guidelines.

    This employee contributes to the identification of opportunities for optimal efficiency and drive continual improvements into the Delivery process and procedure.

    They participates in all initiatives to drive service improvement in order to gain optimal efficiency. They will assist in ensuring that the operational model for Service Operations is well defined, structured and continuously improved to deliver cost effective, client centric services that meet service level agreements to the service contracts.

    Transition service contracts

    Working with the Transition Management teams this role is part of the transition of service contracts into the Dimension Data operation.

    In collaboration with the Services Delivery Operations Senior Manager, they ensure that the right skills are deployed and adherence to all standards, processes, policies and work instructions as determined by global services organisation.

    Set financial targets

    They analyse operational records, trends and costs related to estimated and realised revenues to project future revenues and expenses.

    The Services Delivery Operations Manager establishes financial targets for individuals and teams and identify opportunities to minimise cost or increase sales / revenue.

    Service operation

    The role will ensure that the operational deliverables of the project enables cost effective, client centric delivery that meets the service level agreements as specified by the project.

    Key to achieving the aforementioned is an in depth understanding of the operations practices for the technology tower they specialise in and how technology use can support cost effective client centric delivery (e.

    g. specify what and how to implement automated remediation, develop detailed run books). Monitor the operational effectiveness of newly deployed offerings and capabilities and develop and implement the required improvement plans.

    They act as operational expert and advisor and provide inputs to Sales and Service Architects when required for large service delivery opportunities.

    Stakeholder management

    The incumbent in this role will act as conduit between internal stakeholders in the Services functions during the services transition phase.

    The Services Delivery Operations Manager will develop and maintain influential relationships in order to ensure the continuous improvement and innovation into contracts, whilst appropriately managing client expectations.

    They develop and maintain productive working relationships with peers and organisational role players to achieve optimal cross process integration.

    Client service

    They balance the needs of the client with the strategic direction of Dimension Data. They act as a bridge between the clients and the technical organisation providing sound consulting services and recommendations based on customer and client needs, current information and trends.

    In so doing, they review, analyse and make recommendations on improvement opportunities in each service lifecycle phase.

    Operational efficiency

    Ensures the development, alignment and implementation of end-to-end processes, leading to operational, process, quality, standard and service optimisation.

    Assists in the timeous identification and solving of operational problems. They implement and use governance, compliance procedures and processes effectively to identify and manage risks and expose previously unknown liabilities.

    They compile budgets aligned to operational delivery plans, monitor and report on variances. These individuals implement, manage and report on cost improvement objectives and communicate or escalate any shortfalls.

    They ensure the provision of accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.

    This role develops and maintains operational procedural manuals, including preparing and distributing of appropriate updates.

    They implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas.

    Services Delivery Operations Managers positively influence and manage process and procedural changes and provide guidelines and support related to new requirements as a result of the change.

    Service management

    Provide a framework for the alignment of business needs and IT provision requirements. They will contribute to the development of processes and approaches that enable a continuous improvement program and ensure that we deliver against the service solution.

    They propose and deliver service improvements where required and ensure that contractual and delivery documentation is maintained with accuracy and that details are kept up to date.

    These individuals provide input to the service related contract change control process. They identify needs, risks and issues and propose appropriate solutions and courses of action.

    Next career steps

  • Senior Service Delivery Operations Manager
  • Education required

  • Advanced degree in Commercial field or relevant qualification
  • Certifications required

  • ITIL foundation certification
  • Certifications in at least 2 technology domains
  • PMP certification
  • Work experience required

  • At least 10 years' demonstrated experience in a service delivery role within a large scale (preferably multi-national) technology services environment across a range of services
  • At least 8 years in a Technical Services Support role
  • Strong understanding of the IT Service Industry operations, and how the business works
  • Extensive experience in a managed services and service delivery environment, specifically technical and service management
  • Project and / or programme management experience
  • Demonstrated experience in executing strategies
  • Track record of effective workshop facilitation and interviewing skills
  • What would make you a good fit for this role?

    Join our growing global team and accelerate your career with Dimension Data. Apply today.

    Diversity in Dimension Data

    Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

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