Operations Manager - L2
Dimension Data
Johannesburg, South Africa
6d 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)

Under the guidance of a more senior operations specialist and working closely with the Services teams, this role assists with the operational enablement and readiness of new / enhanced services offerings and capabilities.

The main responsibility of the role is to assist with ensuring that these new and / or enhanced services are delivered effectively and efficiently by fulfilling user requests, resolving service failures, fixing problems and carrying out routine operational tasks.

Stakeholder engagement

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

    Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.

    IT Governance

    Reviews information systems for compliance with legislation and specifies any required changes. Responsible for ensuring compliance with organisational policies and procedures and overall information management strategy.

    Service transition

    Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard.

    Feeds into change management processes.

    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

  • Implements stakeholder engagement / communications plans, including, for example; handling of complaints; problems and issues;
  • managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information. Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.

    Helps develop and enhance customer and stakeholder relationships.

    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 knowledge of specific specialisms, provides detailed advice regarding their application and executes specialised tasks.

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

    Execute strategy

    Contributes to the tactical strategy and executes a supporting operational strategy. They understand and interpret business climate and precedent will work with other Dimension Data Service Units to build best practice services for our clients.

    They assist with ensuing that IT Services are aligned to the client’s business requirements.

    Service delivery process

    Assists in defining, developing and documenting the Service Delivery operations processes and procedures as required by the various smaller projects they will be assigned to.

    This employee will identify and document the system and tool requirements for optimal operations of the relevant offerings or capabilities.

    They will identify the preconditions, which must be established for the implementation of the new or altered service, and ensures that a corresponding change request is compiled.

    They contribute to the identification of opportunities for optimal efficiency and ensure continual improvements into the Delivery process and procedure.

    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 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.

    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 advisor and provide inputs to Sales and Service Architects when required for large service delivery opportunities.

    Client service

    They review, analyse and make recommendations on improvement opportunities in each service lifecycle phase. This role will act as the point of escalation for delivery teams for client satisfaction issues.

    This individual will be responsible for understanding the core issues affecting the client and will work with the relevant service teams to resolve.

    This role will also work with the relevant teams to monitor client satisfaction and contractual compliance for our clients.

    Provide recommendations based on client needs, current information and trends.

    Service management

    Assist in providing 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

  • Service Delivery Operations Specialist
  • 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 5 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 3 years in a Technical Services Support role
  • Good understanding of the IT Service Industry operations, and how the business works
  • 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
  • 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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