National Operations and Project Manager
Technology Corporate Management (TCM)
Total des années d'expérience :20 years, 8 Mois
• Ensure Customer Service satisfaction
• Manage consistent and professional service delivery of high standard IT solutions and services to ensure customer service satisfaction.
• Manage Projects according to project plan and scope
• Continuously monitor the level of Service Delivery
• Monitor Expenditure and Control Costs
• Conduct Rigorous management of Company and Client Assets
• Conduct on-going Client and Service Provider Relationship Management
• Build and retain strong inter-personal relationships with clients, OEM’s and service providers.
• Align with the company BBBEE strategy and ensure all targets and deliverables are met
• Analyse escalations, identify trends and corrective plans to address problem areas.
• Manage Productivity
• Control financials
• Ensure SLA compliance
• Manage Customer Service Work Order Dockets and related paper Process
• Manage customer escalations
• Monitor Mobile tool usage and processes
• Monitor and manage logistics requirements including boot stock management
• Manage Human Resources
• Monitor and process payroll input for the team to Regional Admin (overtime; standby; Mileage; allowances; etc.)
• Adhere to QMS Procedures (ISO)
• Monitor premises management
• Conduct monthly site visits
• Conduct monthly vehicle checklists on company cars
• Review account plans with Technical Staff
• Resource Management
• Ensure adherence to contractual deliverables.
• Oversee the delivery and the quality of operational services as per contract.
• Responsible for application and maintenance of assigned equipment (PDA, vehicles, etc.)
• Asses and mitigate risk, identify critical service and system dependencies and define/implement appropriate countermeasures.
• Proactively escalate unresolved issues to stakeholders.
• Perform roll-out planning including methods of deployment
• Interpret requirements and transforming into the technical solutions
• Oversee technical solution build and configuration.
• Define and report on outstanding known errors and workarounds.
• Oversee technical solution distribution and installation.
• Scan and audit environment to ensure conformance to processes and standards.
• Ensure that improvements initiatives identify in service reviews are acted on
• Ensure that technical and operational documentation is up to date and properly utilized.
• Assess competencies and resourcing of team members.
• Establish and maintain mentoring mechanisms around technical and operational requirements.