Ops Manager: Data Networks Support at BCX

Core Description

• Responsible for managing and controlling the resources required to deliver the contracted services to clients by being fully aware of the status of all services provided to the client, as well as to initiate interaction with the client for scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes. Provides junior management support services to ensure the effective operations within the business unit. 

Key Deliverables / Primary Functions

• Manage customer accounts by monitoring levels of customer satisfaction; ensure that corrective action is taken where necessary and proactively identify opportunities to maximise customer satisfaction through customer business insights and relationship building with key staff.  
• Apply technical knowledge to assist clients to define their requirements and put together proposals for documentation work,  
• Takes responsibility for a substantial part of operational service delivery, including handling exceptional events, quality and level of service and workload scheduling, according to documented service level agreements.  
• Take responsibility for the provision of adequate, accurate and timely reports on actual service levels achieved compared with the targets set in SLAs, ensuring that significant failures to meet target are brought to the attention of superiors.   
• Demonstrate the technical feasibility of proposed solutions, especially where integration of diverse hardware and software is involved.  
• Ensure that all requests from users for assistance are handled promptly and effectively; assist users to make effective use of the facilities available to them.  

Core Functional Skills & Knowledge

• Analytical and Problem Solving
• Attention to detail
• Change Management
• Communication
• Customer Service
• Interpersonal skills
• ICT Knowledge

Core Behavioural Competencies

• Planning & Organising
• Culture Match
• Working with people
• Leading and supervising
• Delivering Results & Meeting customer expectations
• Applying expertise & Technology
• Job Match

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage
Experience

• 3 years’ experience

OR

• Grade 12 & 5 years’ experience

Certifications

• ITIL