Job Summary

The Assistant Operations Manager is empowered to manage all levels of technical service and support to the client Group. In addition, to being managerially empowered, the Assistant Operations Manager is accountable and responsible for the technical operational delivery of service to the client Group.

Working Environment

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 company is situated over 17 sites throughout South Africa and Africa.

Scope & Nature of Position

• The scope for delivery of service and support covers the company Head Office and associated offices, all South African based sugar estates and the sugar estates in Malawi, Tanzania Swaziland, Zambia and Mozambique. Furthermore, the scope will cater for all changes to the above-mentioned locations.
• Management of the company’s 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 client GIT, all Admin Managers and sub-ordinates
• Manage all company staff on the client contract including staff movements, appointments, leave scheduling, KPI’s career planning and basic HR needs.

Skills

• 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 Assistant Operations Manager will report directly to the Service delivery Manager of the client.
The client’s on-site engineers at all company Estates, Head office and all associated offices report to the Operations Manager.

On an operational basis the Operations Manager will interface with the client’s Group I.T.’s Infrastructure Outsource management team and all the relevant Admin Managers.

Role and Responsibilities

• 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 client.
• 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 client code of conduct and modus operandi
• Ensure the mills and Head Office complies with the client’s and group standards
• Liaise with the client’s other business partners and 3rd party suppliers to ensure the infrastructure is protected
• Represent and manage the client’s involvement in all IT projects
• Maintain a Win-Win approach and assist GIT to implement their Operations Strategy