Johannesburg: Operations Manager (Digital Business Solutions) (JHB) posted by DataFin Recruitment

About the Role

We are seeking an experienced Operations Manager to join our Digital Business Solutions Division in Johannesburg. As the single point of contact for all service delivery matters, you will own the delivery of the entire Customer contract execution scope, including the entire lifecycle of projects. You will be responsible for sales support, dimensioning of effort and cost during Pre-sales, End-to-End (E2E) planning and management of operational performance, and delivering a cost-efficient, stable on-site support operations for supported customers.

Key Responsibilities

• Own the delivery of the entire Customer contract execution scope, including the entire lifecycle of projects: from sales-support (including the dimensioning of effort and cost during Pre-sales) through delivery and post-delivery care.
• Serve as the Single Point of Contact for all service delivery matters.
• Primary contact for the assigned scope for planning and execution, resource requirements, prioritization and escalation topics for the entire services and delivery process.
• Contract execution performance with respect to operational KPIs, SLAs, OLAs, etc and requisite planning to enable successful execution
• End-to-End (E2E) planning and management of operational performance (e.g. timelines and Customer satisfaction).
• Leads a team of Programme leaders, Project Managers, Subject Matter Experts (SMEs), Implementation Managers and other delivery staff, to ensure deliverables fulfil the applicable scope, budget and timelines.
• Partner and work directly with client staff in creating join working teams for execution.
• Prepare reports for both Client Management teams and DBS PS Head regarding status and progress of the projects as per defined governance process.
• Drive service improvement and standardization, automation and consolidation/centralization in alignment with strategies.
• Where applicable, deliver a cost-efficient, stable on-site support operations for the supported customers.
• Maintain an understanding of the business objectives and processes and support Technology needs of customers. Stay sensitive to unique local needs.
• Collect customer viewpoints on Technology, services needs and service issues and communicate these to the appropriate Account Manager.
• Be the IT owner of vendor contracts for the applications within the domains.
• Ensure all applications in the domain are compliant and up to date with actual policies.
• Assist and support the communication of significant Technology activities within the customers under management.

Customer Experience/Satisfaction

• Increase the effectiveness and efficiency of Services through improvements to each SLA.
• Ensure all SLAs are fulfilled within the contracted agreement with customer.

Financial Management

• Be involved with BU Managers with overall financial management, planning, systems and controls, and organising fiscal documents.
• Manage the impact that working capital, budgeting, financial statements and cost-cutting has on the cash flow of Managed Workspace.
• Regular meetings with BU Manager around fiscal planning for the quarter and year ahead.
• Oversee monthly and quarterly assessments and forecasts of organization’s financial performance against budget, financial and operational goals.
• Accountable for revenues and profitability of the contract execution scope.
• Contract execution performance with respect to financial KPIs, SLAs, OLAs, etc. and requisite planning to enable successful execution.
• End-to-End (E2E) planning and management of financial performance (e.g. cost, revenue recognition, project assets, etc.).
• Forecasting the respective contribution to the Business Units financials.

Human Resource Management

• Ensure quality operations management in an organisation by finding the perfect processes for the people who must get the work done.
• Manage and increase effectiveness and efficiency of Managed Workspace through improvements to each function as well as coordination and communication between staff.
• Create an empowering work environment to maximize and align workforce efforts and overall team productivity.

Requirements

### Qualifications

• Matric / Grade 12.
• Bachelor’s Degree in the appropriate field of study or equivalent work experience.
• Acceptable Project Management qualification(s).
• Graduate Degree Advantage.

### Experience/Skills

• Minimum 5 years experience with managing project P&L.
• Minimum 10 years of experience in leading business programs of large scale, including the management of large Project teams and direct reports in a multi-national environment.
• Exceptional Customer Handling skills.
• Exceptional communication, interpersonal, organizational, project and time management skills.
• Work schedule flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
• Established partner relationship management experience.
• Demonstrated track record of continuous support service and cost improvement and optimisation.
• Ability to liaise, establish strong relationships and work effectively with key leaders.
• High level proficiency in all aspects of communicating with team members, supervisor and peers.
• Basic understanding of financials.
• Basic Operations guidance.

### Attributes

• Acute Business Acumen.
• Excellent written and verbal communication skills.
• Excellent client-facing and internal communication skills.
• Exceptional customer service orientation.