Do you want to be the person who exceeds your potential?
If you have a desire to succeed and drive your own career, Dimension Data offers you the opportunity to make that happen.

We are currently looking for a Service Delivery Operations Manager to support the business in achieving its strategic objectives.
Services Delivery is a function intended to ensure that all service contracts sold to clients can be delivered to clients whilst ensuring a reasonable profit for Dimension Data. The philosophy underlying Service Delivery is that maximizing client satisfaction will inevitably increase the long-term profitability of an enterprise.
The Services Delivery Operations Manager is a mid-level position in the Service Delivery Operations Management job family. They work closely with colleagues from the Managed Services, Enterprise Service and Service Delivery teams to manage all aspects of service delivery into the various service delivery contracts and ensure the continued focus on the execution of the agreed services plans and initiatives.

The primary responsibility of the Services Delivery 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. They implement the regional or local strategy in line with the global strategy that takes into account the business today and implements a strategy to improve, including the structure and implementation of a services model to meet the business needs for our regional or local Services clients.
Manage the Service Delivery process
The Services Delivery Operations Manager assists in defining, developing and communicating the Service Delivery operations process and procedures in line with regional or local guidelines. They contribute to the identification of opportunities for optimal efficiency and drive continual improvements into the Delivery process and procedure
The Services Delivery Operations Manager contributes to and participates in all initiatives to drive service improvement in order to gain optimal efficiency. They will assist in ensuring that the operational model for Service Operations is well defined, structured and continuously improved to deliver cost effective, client centric services that meet service level agreements to the service contracts.

Manage strategy
The Services Delivery Operations Manager provides input into the development of the tactical strategy and develop and implement a supporting operational strategy. These individuals will recommend best practice for the deployment and ongoing operations management and technical support for service contracts. They understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness. They will work with other Dimension Data Service Units to build best practice services for our clients. They take responsibility for the management of services for strategic business change and ensure that IT Services are aligned to the client’s business requirements. They will contribute to the development and implementation of a Service Management and delivery strategy for the Services business.

Transition of service contracts
Working with the Transition Management teams this role is part of the transition of service contracts into the Dimension Data operation. In collaboration with the Senior Services Delivery Operations Manager, they ensure that the right skills are deployed and adherence to all standards, processes, policies and work instructions as determined by global services organisation.

Set financial targets
They analyse operational records, trends and costs related to estimated and realised revenues to project future revenues and expenses. The Services Delivery Operations Manager establishes financial targets for individuals and teams and identify opportunities to minimise cost or increase sales/revenue.

Manage stakeholder relationships
The incumbent in this role will act as conduit between internal stakeholders in the Services functions during the services transition phase. The Services Delivery Operations Manager will develop and maintain influential relationships in order to ensure the continuous improvement and innovation into contracts, whilst appropriately managing client expectations. They develop and maintain productive working relationships with peers and organisational role players to achieve optimal cross process integration.

Ensure client satisfaction
The Services Delivery Operations Manager is able to balance the needs of the client with the strategic direction of Dimension Data. They act as a bridge between the clients and the technical organisation providing sound consulting services and recommendations based on customer and client needs, current information and trends. In so doing, they review, analyse and make recommendations on improvement opportunities in each service lifecycle phase.
This role will act as the point of escalation for delivery teams for client satisfaction issues. This individual will be responsible for understanding the core issues affecting the client and will work with the relevant service teams to resolve. This role will also work with the relevant teams to monitor client satisfaction and contractual compliance for our clients.

Ensure operational efficiency
The Services Delivery Operations Manager ensures the development, alignment and implementation of end-to-end processes, leading to operational, process, quality, standard and service optimisation. He/she assists in the timeous identification and solving of operational problems. They implement and use governance, compliance procedures and processes effectively to identify and manage risks and expose previously unknown liabilities. They draw up budgets aligned to operational delivery plans, monitor and report on variances. These individuals implement, manage and report on cost improvement objectives and communicate or escalate any shortfalls.
They ensure the provision of accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency. He/she develops and maintains operational procedural manuals, including preparing and distributing of appropriate updates. They implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas. Services Delivery Operations Managers positively influence and manage process and procedural changes and provide guidelines and support related to new requirements as a result of the change.

Implement service management
These individuals will provide a framework for the alignment of business needs and IT provision requirements. They will develop processes and approaches that enable a continuous improvement program and ensure that we deliver against the service solution. They propose and deliver service improvements where required and ensure that contractual and delivery documentation is maintained with accuracy and that details are kept up to date. These individuals provide input to the service related contract change control process. They identify needs, risks and issues and propose appropriate solutions and courses of action.

Provide reports
The Services Delivery Operations Manager ensures the provision of accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.

Behavioural skills
As corporate citizens, they act as role models to the Service Delivery team, acting as an example when it comes to client satisfaction. They contribute to a culture of customer service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service. They are assertive, able to cope well under high pressure situations and are resilient.
They practice two-way communication and listen to and understand other’s point of view. They have excellent client orientation skills and have solid understanding of the Dimension Data business and service offering. It is imperative that they build effective working relationships with all stakeholders and ensure Dimension Data remains competitive through the bid process. They use their analytical ability to provide and improve service delivery in line with client requirements. They demonstrate strategic thinking ability and display high levels of integrity.

What we expect you to do
• Define, develop and communicate the Service Delivery operations processes and procedures.
• Provide input into the development of a tactical strategy and develop and implement a supporting operational strategy.
• Ensure the successful transition and operation of Services Contracts.
• Project future revenues and expenses, establish financial targets for individuals and teams and identify opportunities to minimise cost or increase sales/revenue.
• Manage stakeholder relationships and monitor client experience and contractual compliance for all relevant contracts.
• Provide sound consulting services and recommendations based on customer and client needs, current information and trends and act as the point of escalation for client satisfaction issues.
• Ensure operational efficiency through the development and implementation of sound operational, process, quality, standard and service optimisation processes.
• Develop processes and approaches that enable a continuous improvement program.
• Provide accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.

Here's what we are looking for in candidates for this job

• Tertiary qualification preferable
• Advanced Diploma: Management
• ITIL foundations certification

Experience
• 8 – 10 years' experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including Enterprise Services
• Extensive experience in managed services and service delivery environment including technical and service management exposure
• Track record of effective workshop facilitation and interviewing skills