About the job Managed Services Operations SpecialistKey purpose:The role of the Managed Services Operations Specialist is to take responsibility for the management of service delivery for less complex managed services operations within company clients.
They are also responsible for resource allocation and the management of the shift rotation schedule, thereby ensuring optimal client service delivery.The Account Specialist analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis.
Creates schedules and provides regular reports to management on workload and workforce.
Works with Finance to maintain budget accuracy and improve forecast capabilities.
Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs.
Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs.
Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.Duties and responsibilities:Ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team membersAssist with resource planning and deployment according to the requirements of the service contractResponsible for planning and executing the delivery of services that the company is contractually bound to deliver in terms of the contracts held by clientsWork with the relevant stakeholders to create, define and catalogue service offerings and present these to the sales force and clientsAssist with the provision of quotations and accurate pricing for services required by the clientParticipate in the negotiation of service level agreements and the details of the contractEnsure the management of incidents and problems and respond to escalated queriesManage calls logged to ensure effective and timeous resolutionConduct regular feedback sessions with the client to report on contract performance and contract activitiesConduct regular vendor meetings using measurable criteria to report and manage vendor performanceCompile and maintain accurate documentation on vendor processes and procedures and incorporate these into the company processes to ensure seamless and efficient service delivery to the clientUnderstands the financial position of and provides input into various aspects of service delivery to ensure the profitable management of contracted responsibilitiesSetup and manage the contract within the agreed budget and conduct monthly contract reviews to track actual achieved metrics, ensuring long term profitability of the contractContribute to the increase in contract revenue by seeking and reporting on growth opportunities within the contractEnsure the compilation and distribution of the relevant service delivery and operations reports to the relevant forumsAnalyse metrics and report on contract performanceResponsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service deliveryQualifications and experience:Bachelors degree or equivalent in a related fieldITIL qualification and other technical certifications preferredSolid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed services.Demonstrated experience in managed services and service delivery environment including technical and service management exposure.Demonstrated experience in developing establishing processes and enforcing adherence to processes policies
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