Head Of Operations Job HCS Africa

Head Of Operations, IT Jobs In Kenya, HCS Africa Jobs

Reports to:  Managing Director

Job Location: Nairobi

Job description

Our Client, a market leader in the provision of integrated financial services seeks to recruit a Head of Operations. The Head of Operations will have overall responsibility for the management and delivery of all contracted services for individual customers or a portfolio of customer accounts. S/he will be responsible for ensuring that services delivered meet the contracted specifications and expectations established with customers, whilst improving quality and customer satisfaction.

Responsibilities

Operational Excellence

• Drive operational excellence in everything we do. This includes creating processes, procedures, and automation to improve efficiency in our day-to-day tasks and projects.
• Work closely on supporting our internal and external customers and ensuring that their needs and issues are being addressed

Incident/Change Management

• Developing and improving incident and change management within the
• Driving initiatives regarding improvements to existing tools & processes.
• Providing feedback on new practices & procedures in order to scale with the rapid expansion of theorganizations platform and customer base.

Relationship Management

• Providing effective leadership for the organizations services to the customer
• Developing and enhancing the strategic relationship with the customer on a medium to long term basis.
• Delivering against Service Level Agreements, customer commitments and Service Improvement Programs.
• Working effectively with the customer and internal delivery teams – principally Account Management, Service Desk, Infrastructure & Operations,Retail business, Digital Marketing, User experience.
• Monitoring and improving levels of customer satisfaction (Net Promoter Score).
• Developing and delivering service account roadmaps, working alongside Service Account Managers and Solution/Technical Architectsand Engineering teams.

People Management

• Providing effective tactical and strategic advice, coaching and guidance to Field / On site staff, Service Desk agents, Service Management staff with a focus on operational delivery
• For all direct reports, provide personal/career development
• Ensuring effective resource management, influencing and identifying required resources within Operations and wherever possible forecasting ahead in a timely manner
• Setting and managing SMART objectives for direct reports

Commercial Management

• Managing and controlling contractual scope and the organizations compliance against the scope
• Managing and delivering the Profit and Loss account to agreed targets (when applicable)
• Working with Service Account Managers on account planning and subsequent delivery of the plan including relationship mapping/management, identifying upsell opportunities, securing and maintaining reference-ability, winning renewals and re-procurements.
• Working across Operations to support the delivery of cost reduction plans, working closely with Operations management and the customer
• Supporting the budgeting process (as requested)
• Identifying and if necessary, securing upsell opportunities

Quality Assurance

• Supporting the effective transition of thenew services into BAU adhering to Service Transition Process (where applicable)
• Attending quality and service reviews and ensuring that these happen in accordancethe organizations guidelines
• Reviewing and approving key Service Management documentation for customer engagements
• Developing andpublicizing Service Management best practice processes, procedures, guidelines and templates for the organization.
• Populating and maintaining the Customer Engagement Register including open actions, risks, issues, dependencies etc.
• Creating and managing any contracted Quality documentation e.g. Service Operations Manual, Asset Risk Assessment Register, Communications Plan etc.
• Creating a vision for the customer
• Driving the delivery, efficiency and effectiveness of the contracted services
• Challenging the status quo to bring about improvements in Service Management tools, processes and theorganization

Qualifications

• Bachelor of Science in Computer Science/ Engineering/ Mathematics/Business
• Experience within a management position with a focus on IT management/development.
• At least 5-7 years of management experience with a focus on IT and Service Management.
• Business experience gained in Service Management and/or Business Management roles, across a range of customers
• Relationship building with senior members of anorganization – gaining trust and confidence from customers
• Understanding of selling and marketing processes and practices;
• Ability to handle difficulties, performance problems and conflict between team members;
• Ability to understand and manage financial issues relating to budgets and forecasts and tomaximize profit through negotiation;
• Knowledge of outsourcing models – through different generations e.g. Service Management vs. Service Integration;
• Ability to work as part of a team with a high degree of drive, determination and motivation to succeed;
• Ability to prioritize and manage multiple tasks.
• Proven strong customer relationship and negotiation skills
• Proven ability to innovate and drive service roadmaps
• Excellent interpersonal and communication skills, including written and presentation skills
• Be able to demonstrate IT related problem-solving skills
• Undertaking or have undertaken specific service management training e.g. ITIL
• Experience driving and presenting root cause analysis and error correction from operational events to senior management.
• Leading development life cycle processes and best practices, esp. in the areas of automation and monitoring
• Ability to work well under pressure with minimal supervision and keep up with afast-moving environment via effective prioritization and time management.

 How to Apply

Applicants who meet the requirements stated above should send their applications and detailed CVs with a day – time Telephone number to the email address: jobs1@hcsafrica.com  with Head of Operations on the Subject line. Candidates MUST indicate their Current and Expected salaries.

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