Operations Manager (IoT)

Twoja rola

Responsibilities:
Lead by example, motivate and manage the Incident/Monitoring Management team comprising of analysts and specialists, to ensure compliance to KPI’s and customer satisfaction.
To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels agreements and business priorities.
Close follow-up of activity by ensuring calls are answered in a timely manner, minimise abandoned calls, maximise ‘once and done’, enhance customer satisfaction.
Close follow-up of activity by ensuring all incidents/inquiries are analysed, processed and resolved or sent to appropriate next level of support in a timely and effective manner.
First point of contact for escalations, manage escalations and ensure that they are dealt with in a timely manner.
Development of staff to ensure skills levels match both current and future operational and customer requirements.
Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews (call and case audits) and provide a continuous service improvement.
Responsibility to ensure adherence to company policy procedures & processes.
Ensure all reporting is done in a timely manner and provide new means of measuring employee occupancy and performance.
Ensure integrity of data in reports and dashboards.
Implementation of strategies (company’s, higher management and own), and processes to ensure employee satisfaction.
Conduct employee performance reviews in accordance with company policy.
Conduct debriefs and weekly meetings with team and participate actively in LOB meetings.
Participate actively in new projects implementation and deployment.
Contribute and participate actively in the governance calls with the Customer and stakeholders.

Team roster and transport planning which addresses both business and team's needs.

Capacity planning and resource productivity management.

Sourcing and Recruitment in a timely manner.

Provide input into process and procedure for increasing reliability, reducing procedural errors and managing change within the network.

Create and maintain training material for Service Desk Engineers & technicians. Responsible for accuracy of documentation/processes, including, but not limited to, inventories and diagrams.

Manage multiple concurrent interdisciplinary projects and ability to work in teams.

Responsible for building, running and continuously improving the end-to-end delivery model.

Accountable for Service Improvement Plans implementation towards the desk and orchestrate Crisis management.

Responsible for Quality of Service and SLAs.

Oversee day to day desk operations, escalations, ticketing and communications with all customers/partners.

Close follow-up of activity by ensuring all incidents/inquiries are analysed, processed and resolved or sent to appropriate next level of support in a timely and effective manner.

First point of contact for escalations, manage escalations and ensure that they are dealt with in a timely manner.

Development of staff to ensure skills levels match both current and future operational and customer requirements.

Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews (call and case audits) and provide a continuous service improvement.

Ensure integrity of data in reports and dashboard.

Implementation of strategies (company’s, higher management and own), and processes to ensure employee satisfaction.

Encourage knowledge sharing by ensuring an intensive knowledge base is available and updated.