Managed Service Operation Manager

Leads the team by assigning, prioritizing, monitoring, tracking, and coordinating the Customers’ needs to ensure service level agreements are achieved in time. Acts as a Single Point Of Contact (SPOC) for Vendors as well as accountable for managing Customers’ expectations to ensure all Customer needs are handled and resolved with highest quality standards

People Management

Ensure that appropriate staffing levels are maintained to support attainment of service level objectives

Supervises Service Desk by identifying and defining schedules, setting priorities, providing direction to ensure service level agreements are maintained

Ensure that the Service Desk and client processes, policies and procedures are consistently communicated to and followed by the team members

Monitor and manage performance of the teams as a whole to ensure quality is monitored at all times.

Operations Management

Monitor SLA levels and review team’s contribution to ensure all requests are actioned or referred appropriately within agreed timescales.

Proactively identify and communicate operational and performance issues and propose solutions to Management

Work with the teams to ensure all issues are addressed, documented and completed

Manage day-to-day operations and follow-up with suppliers/subcontractors to ensure the completion of services and customer satisfaction.

Provide regular reports and updates on Service to the Line Manager

Incident and Problem Management

Ensure that the Incident and Problem Management processes are followed and all required documentation is regularly updated.

Ensure that Preventative maintenance cases are logged, tracked and monitor.

Ensure clients are provided efficient and timely first and second level support

Client Services Management

Manage escalations and ensure correct assignment of resources and full problem resolution

Acts as initial point of contact to accommodate call volume, crisis situations and any business impacting opportunities that detract from team’s effectiveness

Requirements

• Bachelor’s Degree.
• Minimum 6 years’ experience as Senior/Team Lead role in IT or Telecommunication field.
• Manage the team and provide mentoring, coaching & direction setting to team members.
• Regularly makes decisions and takes independent actions on matters directly affecting the quality of service provided.
• Certification in ITIL V3
• Demonstrated knowledge of IT Service Management systems.
• Excellent knowledge of the Microsoft application suite and end user machines