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?
The Service Delivery (SD) Service Operations Manager works closely with colleagues from all Services divisions to manage all aspects of service delivery into the various service delivery contracts and ensure the continued focus on the execution of the agreed service plans and initiatives.
The primary responsibility of the Services Delivery Service Operations Manager is to plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery. These individuals contribute to the definition and management of the Services Delivery strategy and execution thereof. They implement the regional or local strategy in line with the global strategy that takes into account the business today and implements a strategy to improve, including the structure and implementation of a services model to meet the business needs for our regional or local Services clients.
What you'll be doing
- Internal: Service units, transition management, GDC
- External: Clients
Value Chain Linkage
Skills and attributes
Enterprise IT Governance
Reviews current and proposed information systems for compliance with the organisation's obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy. Provides specialist advice to those accountable for governance to correct compliance issues.
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.
Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.
Customer service support
Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved. Drafts and maintains policy, standards and procedures for the customer service or service desk functions. Ensures that the catalogue of requestable and supported services is complete and current.
Manage the Service Delivery process
The SD Service Operations Manager assists in defining, developing and communicating the service delivery operations process and procedures in line with regional or local guidelines. They contribute to the identification of opportunities for optimal efficiency and drive continual improvements into the delivery process and procedure. This individual contributes to and 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.
Manage strategy implementation
The SD Service Operations Manager provides input into the development of the tactical strategy and develops and implements a supporting operational strategy. These individuals will 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 divisions to build best practice services for our clients. They take responsibility for the management of services for strategic business change and ensure that 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.
Transition of service contracts
Working with the Transition Management teams this role is part of the transition of service contracts into the Dimension Data operation. 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 SD Service Operations Manager establishes financial targets for individuals and teams and identify opportunities to minimise cost or increase sales/revenue.
Manage stakeholder relationships
The incumbent in this role will act as conduit between internal stakeholders in the Services functions during the services transition phase. The SD Service 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.
Ensure client satisfaction
The SD Service Operations Manager is able to 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.
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.
Ensure operational efficiency
The SD Service Operations Manager ensures the development, alignment and implementation of end-to-end processes, leading to operational, process, quality, standard and service optimisation. He/she 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 draw up 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 and related insights in respect of key performance metrics and recommendations to improve operational efficiency. He/she 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. SD Service 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.
Implement service management
These individuals will provide a framework for the alignment of business needs and IT provision requirements. They will develop 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
- SD – Senior Service Operations Manager
- Tertiary qualification preferable
Work experience required
- 8 – 10 years' experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including outsourced services
- Extensive experience in managed services and service delivery environment including technical and service management exposure
- Track record of effective workshop facilitation and interviewing skills
- Solid management and leadership experience
- Possess working knowledge of ITIL with preference to executing in the environment
- Demonstrate a broad understanding of the vast range of IT operations and Dimension Data service offerings
- Possess knowledge and understanding of IT industry environment and business needs
- Possess a strong business and commercial orientation with a supporting interest in technology
- Demonstrate skills in persuasion and influencing management, staff, suppliers, clients and vendors
- Possess excellent presentation and communications skills and comfort with communicating solutions to clients at a business and technical level
- Demonstrate a strong client and quality orientation
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.