Managed Services Operations Specialist
About this position
Responsibilities
• Manages the shift roster and ensures all operations metrics are monitored.
• Ensures shift handover processes are adhered to and managed.
• Manages in shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Ensures that services meet the stated service level agreement (SLA) levels.
• Ensures that the operational deliverables enable cost-effective, client-centric delivery that meets SLAs.
• Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
• Balances the needs of the client with the strategic direction of the organization.
• Understands the core issues affecting the client and works with the relevant service teams to resolve.
• Identifies needs, risks, and issues and proposes appropriate solutions and courses of action.
• Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).
• Performs any other advanced operational tasks as required by leadership.
Requirements
• Excellent customer service focus.
• Excellent communication skills and ability to prepare structured and relevant communications to operations leaders.
• Excellent organizational skills with the ability to work in a fast-paced and deadline-driven environment.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Seasoned ability to quickly become proficient in delivery processes and related systems.
• Excellent ability to analyze, design, and improve operations processes.
• Excellent focus on business outcomes.
• Ability to work across different cultures and social groups.
• Ability to work well in a pressurized environment and adapt to changing circumstances.
• Bachelor’s degree or equivalent in Information Technology or Business Administration or related.
• ITIL foundation certification.
• Seasoned work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment.
• Seasoned experience gained in a service delivery environment.