Manager: Service Operations (U/C)

Business unit, Department, Reporting

Business Unit Operations Department Unified Collaboration Job grade/level M5

 

Core Description

Responsible for providing technical oversight on maintaining the Number Database, Voicemail database and feature operations of Connections, as well as all telephones into this centralized node.

 

Key Deliverables / Primary Functions

•    Work closely with enterprise Architecture teams in analysing, designing, and implementing server technologies that will accommodate scalability, security, and redundancy requirements, and meet the organization’s service level agreements.
•    Provide oversight in the development, implementation and maintenance of server policies and procedures.
•    Anticipate, identify, and resolve problems affecting infrastructure systems performance, efficiency, and availability.  
•    Manage vendor relationships, contracts, service agreements and invoices.
•    Oversee voice and data projects and change control.
•    Motivate and coach team to deliver against performance targets, develop and enhance team effectiveness and direct reports, manage, and maintain the attraction and retention of talent, and manage and empower people to execute operations. 
•    Cultivate a culture of teamwork through collaboration, interaction, and regular communication with relevant stakeholders within BCX.  
•    Ensure that account planning and roadmaps are in place and maintained for clients.  
•    Ensure that client contractual expectations are met and optimal operations of unified collaborations.  
•    Manage and co-ordinate budgets, revenue targets and client profitability within the business unit.  
•    Collaborate with technical and marketing teams to position BCX’s unified collaboration products and offerings in the market and work with technical staff to develop solid approaches to cross-functional teamwork.
 

Core Functional Skills & Capabilities

Relationship BuildingService Level Agreement (SLA) ManagementRisk ManagementContract ManagementProject Management

Core Behavioural Competencies

Job MatchDeciding & Initiating ActionAnalysingDelivering Results & Meeting customer expectationsPlanning & Organising

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information TechnologyOR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 5 years’ experience in management of client contracted services

OR

Grade 12 with 7 years’ experience in management of client contracted services

Certifications

Information System Security Prof (CISSP)

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control 5+ Level of Engagement Engagement will all levels within the organisation, internal and external to the business.

 

Special Requirements / Employment Condition

Valid Drivers licenseAbility to work extended /long hours as and when required

Workplace / Physical Requirements

Hybrid Remote WorkerBillable