Dimension Data is a global technology integrator and managed services provider that helps its clients achieve great things and create new possibilities through the use and adoption of technology. Founded in 1983, Dimension Data is now a USD 8 billion global leader in designing, managing and optimising today’s evolving technology environments to enable its clients to leverage data in a digital age, turn it into information and extract insights. Headquartered in Johannesburg with 28,000 employees across 46 countries, Dimension Data brings together the world’s best technology provided by market leaders and niche innovators – from consulting, technical and support services to a fully managed service. Its long-term partnerships with the leading technology companies also give its clients across multiple industries, including financial services, education, healthcare, manufacturing, media and communications, pharmaceutical and sport, access to the world’s best technological knowledge and resources. As a proud member of the NTT family, Dimension Data invests heavily in innovation, which has led over 100 prestigious industry awards for its commitment to driving excellence and innovation.

About Job

The role of Service Delivery Service Operations Management is required to plan, coordinate and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery. The primary responsibility of Service Delivery Operations Management is to ensure that services are delivered effectively and efficiently by carrying out routine operational tasks and ensuring the implementation of a services model that meets business needs for the relevant clients.

Key Role and Responsibilities:

• Plan, coordinate, and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously improve service delivery
• Ensure 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
• Participate in the design and development of service delivery operations processes and procedures as required by the various assigned projects
• Identify and document the system and tool requirements for optimal operations of the relevant offerings or capabilities
• Recommend best practice for the deployment and ongoing operations management and technical support for service contracts
• Understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness.
• Ensure that services are aligned to the client’s business requirements
• Ensure that the operational deliverables enable cost effective, client centric delivery that meets the service level agreements
• Monitor the operational effectiveness of support services provided to clients and develop and implement the required improvement plans
• Implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas
• Implement a framework to ensure the alignment of business needs and IT provision requirements
• Monitor service delivery performance metrics
• Monitor service delivery channels (human, digital, self-service, automated) and collects performance data
• Supervise individuals and teams
• Conduct formal reviews of activities, processes, products, or services
• Analyse 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
• Participate in developing strategic direction and establish short terms operational goals and targets

Requirements

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
• Display coaching and mentoring skills
• Ability to build a cohesive team and to manage people effectively
• Ability to coach and develop the team
• An ability to balance and plan the short-term and long-term actions of the team
• The 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 relevant field
• ITIL foundation

Experience required:

• Previous experience in service delivery management position within a large scale (preferably multi-national) technology services environment across a range of services.
• Experience in a service delivery environment including technical and service management exposure
• Demonstrated experience leading and managing a team
• Experience designing, implementing, and running a service delivery model