VACANCY
Business Environment: Service Line Computing Services & Solutions
Responsible Manager: L- SC -OPM of an Account, or Groups of Accounts
Role: Service Chain Operations Manager (SC-OPM)
Background
The SC- OPM manages a Service Chain, made up of several Service Delivery Elements, and might be a dedicated manager for SC-OPM tasks, or a role, depending on demand. This job vacancy is for a dedicated SC-OPM. The SC- OPM is responsible for the service provision of the entire service chain with respect to the task assigned to him/her.
Main Purpose of the job
To ensure that effective and efficient production service delivery are provided by T-Systems or its contracted partners to a specific client or number of clients. This includes all standard delivery elements (SDE’s) from a client point of view for all contracted services with an end-to-end service and SLA view, which are grouped into one service chain.
For service chains across production lines, the service chain links of a service chain are located in different production lines. In such a case, an SC- OPM is responsible for the management of the entire service chain with all its links. As a rule, the ordered offering (customer order) determines which of the service-providing production lines provides this.. Thus, the SC- OPM also manages other sub-commissioned production lines if these have "upstream service character". The SC- OPM manages the entire service chain including the OPMs/ Team Leaders of other production lines. The SC-OPM has an operational and technical focus.
Description of responsibilities:
- To be the Operational interface between the SDM and CSS for contracted Service Delivery
- Responsible for incident, problem, change and escalation management for commissioned services.
- Responsible for asset and configuration management.
- To ensure quality delivery of CSS operational staff, partners, vendors and suppliers.
- To plan, develop, manage and report on the scope of contracted CSS services within time, quality and cost.
- Responsible for the Technical and content-related operational concepts, including cost accounting to SDM.
- To provide support to the SDM with regard to Technical solutions and cost optimisation.
- To plan, develop and implement measures, in consultation with SDM, to improve efficiency of service delivery to client.
- Regular communication with SDM regarding performance, quality and cost.
- Provision of agreed-upon technical inventory and performance data.
- Provision of pro-active advice, new solutions, technologies and additional service suggestions to client.
- Participation in the sales process in order to reach joint agreement and buy in.
- To utilise and optimise client specific tool sets in line with T-systems processes and procedures.
- To manage and develop relevant CSS staff to ensure their optimal utilization.
- To identify skills development requirements and create opportunities for growth.
Qualifications and experience required:
- IT related degree
- ITIL Certification (essential)
- 3-5 years of Computing Services (CSS) operations exposure, with experience in:
- Management of operations
- Computer services and solution support (Production)
- Financial control (Managing IT deliverables withing time and budget)
- Project management skills and/or Industry certification
- Experience in Vendor/ Supplier / Partnership management (multi- and out-sourcing)
Key competencies:
Knowledge
- HR principles and resource management
- Management of the Production environment
- Computer(Production) technology and the wider IT Infrastructure
- Understanding of Application Landscape
- Financial Management principles
- Good understanding of T-Systems financial systems
- ITIL and other relevant Frameworks
- Project Management principles
- Contracts Management
- Procurement procedures and processes
- Strategic understanding of the technical vs. business environment
Skills
- Leadership and People management
- Financial management, budgeting, actuals and forecasting
- Able to portray a strategic perspective of technical vs. business environment
- Communication skills (both written and verbal)
- Negotiation skills
- Interpersonal skills: effective collaboration across levels and within teams
- Analytical and problem solving skills
- Change management within HR space
- Presentation skills
- Managing resources in a complex matrix organisation
Personal attributes
- Deciding and Initiating action
- Analysing
- Creating and Innovating
- Formulating strategies and concepts
- Planning and Organising
- Delivering results and meeting customer expectation
- Coping with pressures and setbacks
- Entrepreneurial and commercial thinking
Other Details:
Location: Midrand
Employment terms: Permanent
Contact
Alta.VanDerLinde@t-systems.co.za
