UNIT MANAGER: OPERATIONS SUPPORT

UNIT MANAGER: OPERATIONS SUPPORT

The Operations Support and Services Unit Manager assumes accountability for all operational support, is responsible for all operational issues relating to the deployment, maintenance and support of solutions provided by the company.

The Operations Support Unit Manager takes overall responsibility for the client engagements and provides effective operational client management, ensures that all client engagements are managed professionally and ensure that these demonstrate the service provider values at all times. The Operations, Support Services Unit Manager is responsible for Client Relationship Communication as follows:

• Develops and maintains relationships with the internal and external client.
• Responsible for all operational support communications relevant to the client’s requirements
• Alerts client to any performance issues
• Prepares and delivers a monthly operational support review.
• Seeks opportunities to demonstrate additional value to the client

The duties include the management of typical functions and resources associated with an Installation and Maintenance Manager (e.g. hardware and software configuration control, scheduling installation, installations, testing of software before deployment, deployment, etc.) and Helpdesk Manager (e.g. custodian of call management system, responding to user calls and calls that are escalated, management reporting, customer user relations, etc.). There is also an element of project management required so as to optimally schedule and complete the tasks to meet the required project deadlines coupled with an element of quality assurance to ensure that the product delivered (whether it is software or a service) is of an acceptable standard.

KNOWLEDGE REQUIREMENTS

• Any engineering or IT related tertiary degree,
• 3-5 years proven track record in a dynamic, fast paced environment
• Experience and understanding of the environment and users in a local, provincial or national government, and
• Sound understanding of the holistic environment in which a national software application operate.

SKILLS

• Above-average organizational skills
• Excellent administrative skills
• Ability to manage people in a focused and successful manner
• Ability to work to strict deadlines
• Soft skills such as negotiation, client relationship management and self-management
• Communication and people skills
• Excellent Communication (oral and verbal), writing and reading skills
• Accuracy and attention to detail
• Integrity and trustworthiness
• Decision making
• Planning, estimation, scheduling and time management
• Independent and innovative thinker
• Ability to delegate whilst remaining accountable
• Decision making skills and an ability to prioritise different goals and objectives
• Ability to see the bigger picture
• Problem solving skills from start to finish
• Be able to work under pressure
• Assertive, and
• Be able to handle conflict situations with various role players

TASKS

• Supervise and manage staff;
• Manage and maintain the efficient day-to-day running of the Operational Support Department;
• Report to the Project Manager, Line Manager and General Manager on status of calls, software testing, deployment, etc.;
• Perform troubleshooting on systems, programs and software packages;
• Implement quality assurance of software implemented and solutions to technical problems;
• Plan and co-ordinate activities within the Operational Support Department and also externally regarding configuration and implementation of new sites and projects ;
• Perform contract management with users (SLA) and contractors who perform work on your instructions, and
• Render support and attend to urgent requests and assistance that may be required from time to time from the Project Manager / Account Manager / General Manager / Line Managers.

PERSONAL QUALITIES

• g. Meticulous, with a strong attention to detail and accuracy
• Envisaged is an honest, efficient individual,
• Meticulous with above-average organizational skills.
• Confident and positive
• Good leadership and communication skills
• People management skills
• Self motivated, analytic thinker with a sense of humor

Only successful candidates will be contacted.

Desired Skills

• Leadership

About The Employer

Magna Business Consulting is a multi-disciplinary, industrial engineer based, consulting firm with operations in South Africa, USA, Namibia, DRC and Malawi. Magna BC performs feasibility studies, operation optimization and analysis; and develops, implements, operates and provides training for, among others, transport information and management systems, as well as client custom information systems.