The Senior Managed Services (MS) Operations Manager operates as part of the Global Center of Excellence and is accountable for service delivery in the CoE’s in the provision of the highest level of client satisfaction and the successful continuance of business operations within Dimension Data.
They assist with the planning, building and support of delivering managed services and work with regional and local teams to meet business objectives.
Oversees 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.
B Comm Informatics or BSc Computer Science degree preferred
Working knowledge of COBIT, ITIL and Service Catalogues
At least 3-5 years of industry experience in management.
A qualification or previous experience in Service Management and / or CRM (customer relationship management)
Expert in Customer Relationship should have good leadership skills, ability to lead a team across Africa.
Detail-oriented and diligent
Entrepreneurial by nature with a strong sense of ownership
High energy levels
Solid service management experience
Ability to effectively manage vendors
Mature sustainable outlook and approach to IT strategy
An ability to think abstractly from a process perspective while maintaining a practical tenacity to deliver