Summary of Role:
To lead, manage, and drive the Operations/Projects for each of the Company's Managed Services outsourcing client(s) assigned.
Duties & Responsibilities:
- Responsible for managing all aspects of day-to-day Service Delivery Support.
- Work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service.
- Ensure Incident Management processes are followed effectively (ie., SRT's escalation and notification).
- Process management and co-ordination for PIR's and RCA's for incidents affecting their respective customers, in conjunction with the Company's Problem Management, ensuring the appropriate Company's Business implement actions to prevent re-occurrences of the same issue.
- Monitor and Manage Service delivery and Service Level Agreements ensuring that the Company's obligations are issues escalated and prioritized.
- Coordinate Change Management activities as required.
- Identify, implement and drive service improvements to increase customer satisfaction.
- Forecast resource demand to ensure the Company can plan and effectively deliver end-to-end services with minimum resource requirement. Interpret and plan projects and workload forecasts on an ongoing basis.
- Accountable for account service problems and prioritization of work requests for their monitoring specific customers.
- Work with the Company's Business to integrate new, enhanced and existing service offerings for the account.
- Take a positive leadership role in both the Company's and customer businesses by demonstrating the Company's core values.
- May supply input to the customer Annual Technology Plan.
- Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to pro-actively support and improve the customer business.
- Work with the Company's Tower to analyse the client requirements and provide technical inputs (Server, Network and Database) for better Service delivery.
- Understand Technical setup of the Client and provide technical inputs to manage existing with continuous improvement/enhancement required.
- Work with the Company Internal teams for delivering the services beyond BAU with additional revenue generated.
Requirements
- Bachelor's Degree in Information Technology/Information Systems/Computer Science, Business IT or other equivalent university degree.
- At least 5 - 6 years of IT Outsourcing experience in the combination of the following fields:
- Technical Infrastructure implementation,
- Project management skillset,
- A full and broad understanding of the IT Outsourcing Services and operation coordination skillset,
- People management skillset
