Assistant Operations Manager - (4984)
|Job Title:||Assistant Operations Manager - (4984)|
|Job Published:||April 19, 2017 15:21|
The Operations Manager is empowered to manage all levels of technical service and support to the Group. In addition, to being managerially empowered, the Operations Manager is accountable and responsible for the technical operational delivery of service to the Group.
The Company operates in an Outsourced environment where key Business Partners provide all IT services. Due to the long-term nature of these partnerships a good working relationship must be maintained with all service providers. As the Group is situated over 17 sites throughout South Africa and Africa.
Nature of Position
The scope for delivery of service and support covers Head Office and associated offices, all South African based estates and the estates in Malawi, Tanzania Swaziland, Zambia and Mozambique. Furthermore, the scope will cater for all changes to the above-mentioned locations.
Management of IT Infrastructure consisting of personal computers, thin clients, printers, office applications systems,& Servers/Windows Terminal Servers, local and wide area network technology.
Provision of quality of service management, mentoring and career guidance for all on-site staff.
Effective communication in both a technical and business related capacity to GIT, all Admin Managers and sub-ordinates
Manage all staff on the contract including staff movements, appointments, leave scheduling, KPI career planning and basic HR needs.
Strong communication, negotiation and inter-personal skills are essential
Good technical and management skills
Ability to deal with a wide variety of people from computer users to senior management, and 3rd Party Vendors.
Teamwork is important
Commitment and dedication to customer service is essential
The abilities to handle stress, manage conflict are paramount
Ability to keep abreast of IT technological and market trends
Ability to take responsibility, perform well under pressure and pay attention to detail
Reporting Lines Customer Interface
The Operations Manager will report directly to the Service Delivery Manager of Technology Networks, KZN.
The Technology Networks on-site engineers at all Estates, Head office and all associated offices report to the Operations Manager.
On an operational basis, the Operations Manager will interface with Group I.T. Infrastructure Outsource management team and all the relevant Admin Manager
Understand, own and be accountable for the SLA Service Level Agreement deliverables
Management and analysis of the SLA process in terms of call statistics and reports
Ensure the appropriate and correct resources are deployed to meet the SLA commitments
Manage the on-site skill and knowledge level in terms of training and development
Take responsibility for the DRP Disaster Recovery Plan for the Illovo Sugar Group
Effective management of spares and loan equipment for both new and legacy equipment
Produce and present the service report to GIT at a monthly review meeting
Conduct regular Head Office and mill visits to ensure service continuity, quality of service and customer satisfaction
Control and manage the asset database
General management of BTN code of conduct and modus operandi
Ensure the mills and Head Office complies with audit and group standards
Liase with business partners and 3rd party suppliers to ensure the infrastructure is protected
Represent and manage Bytes involvement in all IT projects
Maintain a Win-Win approach and assist GIT to implement their Operations Strategy
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