Manager, Service Operations - Port Elizabeth at NTT Ltd.

Key Roles and Responsibilities:

• Plans, coordinates, and monitors the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery
• Ensures that services are delivered effectively and efficiently by carrying out routine operational tasks
• Ensure the implementation of a services model that meets business needs as required by the relevant clients
• Participates in the design and development of service delivery operations processes and procedures as required by the various assigned projects
• Identifies and documents the system and tool requirements for optimal operations of the relevant offerings or capabilities
• Recommends best practice for the deployment and ongoing operations management and technical support for service contracts
• Understands and interprets business climate and precedent and advises the business on the application to improve company competitiveness
• Ensures that services are aligned to the client’s business requirements
• Ensures that the operational deliverables enable cost effective, client centric delivery that meets the service level agreements
• Monitors the operational effectiveness of support services provided to clients and develops and implements the required improvement plans
• Implements people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas
• Implements a framework to ensure the alignment of business needs and IT provision requirements
• Monitors service delivery performance metrics
• Monitors service delivery channels (human, digital, self-service, automated) and collects performance data
• Conducts formal reviews of activities, processes, products, or services
• Analyses evidence collated and draft’s part or all of formal reports commenting on the conformance found to exist in the reviewed part of an information systems environment
• Participates in developing strategic direction and establish short terms operational goals and targets
• Manages the shift roster and ensures all operations metrics are monitored.
• Ensures shift handover processes are adhered to and managed.
• Manages in shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Ensures that services are meet the stated service level agreement (SLA) levels.
• Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.

Knowledge, Skills and Attributes:

• Ability to interact effectively with a variety of internal and external stakeholders by using their good collaboration and engagement skills
• Business and commercial acumen
• Displays coaching and mentoring skills
• Ability to balance and plan the short-term and long-term actions of the team
• Ability to manage time effectively while setting the tone of the team through modelling and leadership
• Excellent written and verbal communication skills
• Strong customer service focus
• Ability to convert opportunities into solutions
• Ability to work in a fast paced and deadline driven environment
• Proven ability to build, manage and foster a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment
• Experience in developing establishing processes and enforcing adherence to processes policies
• Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.
• Ability to quickly become proficient in client processes and related systems

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Business Administration or related
• ITIL certification
• Related Cybersecurity, risk management and data privacy certifications preferred: CompTIA Security+, CISSP, CISM, CISA, and/or CEH

Required Experience:

• Advanced experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of services.
• Advanced experience in a service delivery environment including technical and service management exposure
• Advanced experience leading and managing a team
• Advanced experience designing, implementing, and running a service delivery model
• Solid experience working with national and international regulatory compliance frameworks such as NIST, ISO, SOX, EU GDPR, CCPA and PCI DSS
• Solid experience and working knowledge of the following areas of technical expertise: information policy formulation, information security management, business risk management, IT risk assessment and management, IT continuity management, IT governance formulation, and organisational change management, IT financial management and IT audit