Client Services Operations Manager

Client Services Operations Manager

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Your Day at NTT DATA

The Client Services Operations Manager works closely with colleagues from all Services divisions to manage all aspects of service delivery into the various service delivery contracts within their client(s) and ensure the continued focus on the execution of the agreed service plans and initiatives. The primary responsibility of the Client Services Operations Manager is to plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery. These individuals contribute to the definition and management of the Services Delivery strategy and execution thereof into their clients.

They hold subject matter knowledge spanning Infrastructure and/or Application aligned to the Dimension Data Group Go-To-Market Practices

Enterprise IT Governance

Reviews current and proposed information systems for compliance with the organization's obligations (including legislation, regulatory, contractual and agreed standards/policies) and adherence to overall strategy. Provides specialist advice to those accountable for governance to correct compliance issues.

Service Level Management

Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the client negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Relationship Management

Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from Clients and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance Client and stakeholder relationships.

Client Service Support

Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Specifies, agrees and applies standards. Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved. Drafts and maintains policy, standards and procedures for the Client service or service desk functions. Ensures that the catalogue of requestable and supported services is complete and current.

Work Outputs

Manage the Service Delivery Process

The Client Service Operations Manager assists in defining, developing and communicating the service delivery operations process and procedures. They contribute to the identification of opportunities for optimal efficiency and drive continual improvements into the delivery process and procedure. This individual contributes to and participates in all initiatives to drive service improvement in order to gain optimal efficiency. They will assist in ensuring that the operational model for service operations is well defined, structured and continuously improved to deliver cost effective, client centric services that meet service level agreements to the service contracts.

Manage Strategy Implementation

The Client Services Operations Manager provides input into the development of the tactical strategy and develops and implements a supporting operational strategy. These individuals will recommend best practice for the deployment and ongoing operations management and technical support for service contracts. They understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness. They will work with other Dimension Data service divisions to build best practice services for our clients. They take responsibility for the management of services for strategic business change and ensure that services are aligned to the client's business requirements. They will contribute to the development and implementation of a service management and delivery strategy for the services business.

Transition of Service Contracts

Working with the Transition Management teams this role is part of the transition of service contracts into the Dimension Data operation. They ensure that the right skills are deployed and adherence to all standards, processes, policies and work instructions as determined by global services organization.

Set Financial Targets

They analyse operational records, trends and costs related to estimated and realised revenues to project future revenues and expenses. The Client Services Operations Manager establishes financial targets for individuals and teams and identify opportunities to minimise cost or increase sales/revenue.

Manage stakeholder relationships. They develop and maintain productive working relationships with peers and organizational role players to achieve optimal cross process integration.

Ensure Client Satisfaction

The Client Services Operations Manager is able to balance the needs of the client with the strategic direction of Dimension Data. They act as a bridge between the clients and the technical organization providing sound consulting services and recommendations based on client and client needs, current information and trends. In so doing, they review, analyse and make recommendations on improvement opportunities in each service lifecycle phase.

This role will act as the point of escalation for delivery teams for client satisfaction issues. This individual will be responsible for understanding the core issues affecting the client and will work with the relevant service teams to resolve. This role will also work with the relevant teams to monitor client satisfaction and contractual compliance for our clients.

Ensure Operational Efficiency

The Client Services Operations Manager ensures the development, alignment and implementation of end-to-end processes, leading to operational, process, quality, standard and service optimisation. He/she assists in the timeous identification and solving of operational problems. They implement and use governance, compliance procedures and processes effectively to identify and manage risks and expose previously unknown liabilities. These individuals implement, manage and report on cost improvement objectives and communicate or escalate any shortfalls.

They ensure the provision of accurate and timeous reporting and related insights in respect of key performance metrics and recommendations to improve operational efficiency. He/she develops and maintains operational procedural manuals, including preparing and distributing of appropriate updates. They implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialized areas.

Work Experience Required

• 8 years experience in service delivery within a large-scale technology services environment across a range of services including outsourced services.
• Extensive experience in managed services and service delivery environment including technical and service management exposure.
• Track record of effective workshop facilitation and interviewing skills
• Solid management and leadership experience
• Possess working knowledge of ITIL with preference to executing in the environment.
• Demonstrate a broad understanding of the vast range of IT operations and Dimension Data service offerings.
• Possess knowledge and understanding of IT industry environment and business needs.
• Possess a strong business and commercial orientation with a supporting interest in technology.
• Demonstrate skills in persuasion and influencing management, staff, suppliers, clients and vendors.
• Possess excellent presentation and communications skills and comfort with communicating solutions to clients at a business and technical level.
• Demonstrate a strong client and quality orientation.
• Strong sense of urgency and accountability.
• Broad technical understanding of key Infrastructure and Security components.
• Seasoned work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment.
• Seasoned experience gained in a service delivery environment including technical and service management exposure.
• Seasoned experience in managing customer escalation situations and objection handling.
• Seasoned Managed Services operations experience.

Academic Qualifications and Certifications:

• Information Technology Certificate or equivalent in Information Technology or Business Administration or related.
• ITIL foundation certification.

Key Responsibilities:

• Dashboards all key Metrics and manages the about to be breached situations.
• Ensures that services are meet the stated service level agreement (SLA) levels.
• Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
• Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
• Balances the needs of the client with the strategic direction of the organization.
• Understands the core issues affecting the client and works with the relevant service teams to resolve.
• Identifies needs, risks and issues and proposes appropriate solutions and courses of action.
• Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).
• Performs any other advanced operational tasks as required by leadership.

Knowledge and Attributes:

• Excellent customer service focus.
• Excellent communication skills and ability to prepare structured,