- The Client Services Operations Manager ensures the integrity of the services provided by the company.
- The primary responsibility of the Client Services Operations Manager is to plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery.
- These individuals contribute to the definition and management of the Services Delivery strategy and execution thereof into their clients.
Enterprise IT Governance:
- Reviews current and proposed information systems for compliance with the organization’s obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy.
- Provides specialist advice to those accountable for governance to correct compliance issues.
Service Level Management:
- Ensures that service delivery meets agreed service levels.
- Creates and maintains a catalogue of available services. In consultation with the client negotiates service level requirements and agrees service levels.
- Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.
- Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.
Relationship Management:
- Implements stakeholder engagement/communications plan.
- Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.
- Collects and uses feedback from Clients and stakeholders to help measure effectiveness of stakeholder management.
- Helps develop and enhance Client and stakeholder relationships.
Client Service Support:
- Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards.
- Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved.
- Drafts and maintains policy, standards and procedures for the Client service or service desk functions.
- Ensures that the catalogue of requestable and supported services is complete and current.
Requirements:
Minimum Qualifications Required:
- Relevant bachelor’s degree
- ITIL Version 3
- Azure Administrator
- Azure Fundamentals Certification
Work Experience Required:
- 10 years in Service management and Reporting
- At least 5 years’ experience on Cloud compute is essential, preferable on Microsoft Azure
- Strong understanding of ITIL is essential, especially around Major Incident management
- At least 5 years’ experience in IT Security and Networking
- Needs to have effective communication skills
- Contract and financial skills
- Service delivery across multiple internal and external parties
- Someone who is able to lead a high-performance team