AMS Operations Manager -JHB at NTT Ltd.

Key Roles and Responsibilities:  

Stakeholder engagement 

• Internal: Engage with AMS consultants, other Squad Leads, AMS Squad Managers, Product Manager and Product Owners and other functions, including ones in region/country. 
• External: Clients, vendors, strategic partners, OEMs and 3rd party contractors
• Value Chain Linkage 
• Application Managed Services 
• Client Services 
• Managed Services Centre 
• Service Transition 

Knowledge, Skills and Attributes: 

Service level management 

• Ensures that service delivery meets agreed service levels. Diagnoses service delivery problems and initiates actions to maintain and 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. Works closely with the Client Delivery team to ensure that support offering is designed to meet agreed client commitments.

Performance management 

• Manages individuals and groups. Allocates responsibilities and/or packages of work, including supervisory responsibilities. Delegates responsibilities as appropriate. Sets performance targets, and monitors progress against agreed quality and performance criteria. Provides working relationships within the team and with those whom the team interacts with. Provides support and guidance as required, in line with individuals’ abilities. Advises individuals on career paths and encourages pro-active development of skills and capabilities and provides mentoring to support professional development. Provides input into formal processes such as compensation negotiations and disciplinary procedures. Right sizes team from a capacity and capability perspective in order to meet the requirements of the clients serviced by the squad.

Conformance review 

• Conducts formal reviews of activities, processes, products or services. Collects, collates and examines records as part of specified testing strategies for evidence of compliance with management directives, or the identification of abnormal occurrences. Analyses evidence collated and drafts part or all formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment.  Ensures that the delivery aligns to the governance and process as agreed with the client and the Client Services team.

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. 

Relationship management 

• 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. 

Work Outputs 

Operations management 

• The AMS Squad Lead is responsible for the day to day running of an AMS delivery squad(s) in line with the performance established by the business. They ensure maximum quality and the accurate and early response to client operational issues. These individuals run the AMS in alignment to the service management service operations (SMSO) process, delivering promised outcomes to our clients. They ensure that all client documents related to technology, operations manual, etc. are available in a central repository.  Responsible for the working environment of the squad with focus on employee experience and creating a high-performance environment of learning, development and teamwork. Collaborate with other Squad Leads around available capacity to ensure optimal resource utilization across AMS.

Service delivery management 

• They, along with the Client Delivery team, create and maintain a comprehensive list of client requirements, scope of deliverables, technology and the delivery model. They take responsibility for resource planning and work allocation to meet agreed service levels. They track and monitor performance of all elements of the AMS Squad to drive the achievement of excellent service delivery levels.

Service level management 

• The AMS Squad Lead works with the relevant internal teams and stakeholders to establish and generate operational and business reports with keen focus on analytics that help meet or improve client service levels. This includes the perusal and review of client reviews and writing reports on the levels of client service provided. They identify opportunities for continuous service improvement. Where Service Levels are not achieved, the Squad Lead is responsible for implementing corrective actions in order to achieve the committed SLA. 

Financial Management

• Works closely with Finance to ensure that the squad is delivering at targeted Gross Profit.  Actively seeks opportunities to reduce cost through automation, cost avoidance, right-sizing of team and careful resource planning.  Actively seeks opportunities to maximize revenue by identifying opportunities in the clients serviced by the squad.

Academic Qualifications and Certifications: 

• General Tertiary qualification
• ITIL foundation certification (V3 or latest) 
• Relevant Application certifications

Required Experience: 

• 12-14 years’ work experience 
• At least 10 years’ experience in management of people, process and technology 
• Relevant experience in Application Managed Services
• Good organisational and effective team leadership skills 
• Required level of leadership and management experience to manage larger teams and collaborate and influence senior managers 
• Experience in organisational change management (transformational experience) 
• Understands budgets and cost management 
• Strong leadership skills including effective time management, prioritisation and delegation of work 
• Experience in coaching and mentoring teams on a daily basis 
• Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)