Account Executive/Operations Manager
Dimension Data
Rustenburg, North West
1d ago
source : findojobs-za

Are you fed up with the lack of career progression in your current role? Do you want to be part of an exciting, fast growing company where you can make a real impact and be appreciated for your work?

My client is looking for an Account Executive / Operations Manager to join their team!Job DescriptionThe Managed Services (MS) Operations Manager operates as part of the Global Center of Excellence and is accountable for service delivery in the CoEs in the provision of the highest level of client satisfaction and the successful continuance of business operations within NTT.

They assist with the planning, building and support of delivering managed services and work with regional and local teams to meet business objectives.

Job Profile SummaryOversees the technical support of company customers by field engineers, technicians, and support specialists, who are diagnosing, troubleshooting, and repairing one or more of the following : complex electro / mechanical equipment, sophisticated computer systems, software systems / applications, or networking and wireless networking systems.

Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software.

Establishes and maintains lines of communication with design engineering and software development on design, reliability, and maintenance issues.

Ensures that engineers are current with the latest upgrades and / or new releases.May be involved in customer installation and training programs.

Selects, develops, and evaluates personnel to ensure the efficient operation of the function.Key Roles and Responsibilities : Proactively monitor and drive service delivery to clients from the Operations Centre and / or CoEManage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in the Operations Centre and / or CoEWork with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sitesEnsure that the standard client information repository related to technology, operations manuals, etc.

is current and accurateCreate and maintain a comprehensive list of client requirements, the scope of deliverables, technology, and the delivery modelRun the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to our clients.

  • Provide operational support and continuous service improvement post client handover from TS (or other) teamsPlan and implement training and development initiatives for direct reportsReview training requirements for service operations teamsEngage with clients for technical operations as part of routine operationsPlan and implement key service improvement priorities based on a continual service improvement approachFeed continual service improvement priorities into the automation teamLead the team in the implementation of strategic initiativesMeasure, analyze and improve teams delivery capabilitiesEnsure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolvedResponsible for the day to day running of the Operations Centre and / or CoE in line with the performance established by the businessEnsure maximum uptime and the accurate and early response to client operational issuesResponsible for resource planning and work allocation to meet agreed service levelsIdentify opportunities for continuous service improvementEngage with clients for technical operations as part of routine operationsKnowledge, Skills and Attributes : Excellent organizational and team leadership skillsExcellent communication skills both verbal and writtenAbility to collaborate with internal stakeholders and external clientsAbility to understand budgets and cost managementStrong leadership skills including effective time management, prioritization and delegation of workExcellent focus on client centricityHighly focused on business outcomesAbility to guide the team through transformational objectives set out by the businessAbility to communicate and work across different cultures and social groupsAbility to work well in a pressurized environmentAbility to adapt to changing circumstancesAcademic Qualifications and Certifications : Typically requires substantial related experience with a bachelors or equivalent degree;
  • or extensive experience.10 15 Years Working experience10 Years proven experience as an Operations Manager L1ITIL certificationRelevant technical certifications10+ years of experience as an Account Executive / Operations Manager with a strong background in customer service and sales management required.

    Previous experience working at a large company preferred.Required Experience : Substantial experience in coaching and mentoring teams dailyDemonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc.

    Demonstrated experience in organizational change management (transformational experience)Substantial experience in the management of people, process, and technologyRelevant experience in Data Centre or Collaboration or Microsoft stack.

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