Ops Manager : Onsite Operations

Business unit, Department, Reporting

Business Unit

Various

Job grade

Core Description

Manage all aspects of the branch and its staff.  Working collaboratively with the branches’ department managers and senior staff, to ensure the quantity, quality and flow of service to deliver a consistently excellent standard of customer service.

Key Deliverables / Primary Functions

• Consistently meet Customer’s Service Level Agreement (SLA),  - overall average of 90% and ensure contractual obligations are met for customer where dedicated models are implemented
• Effective Area Control management, allocation of calls and scheduling of technicians, guide on complex technical problems, monitor productivity of technicians
• Ensure compliance with Preventative Maintenance (PM’s) and Site Audit schedules,
• Assist in the development of aligned KPI’S and KPA’S for reporting staff, and ensure successful implementation
• Be Accountable for completion of project rollouts - following up on required stock, scheduling of resources, submission of documentation
• Staff capacity planning and implementing work scheduling along with maintenance calls to ensure staff efficiencies
• Ensure stock levels are maintained; address and resolve historic stock issues; and monitor staff stock to ensure audit and financial stock takes are accurate

Core Functional Skills & Capabilities

Analytical and Problem Solving

ICT Knowledge

Customer Service

Decision Making

Leading Teams / Team Leadership

Core Behavioural Competencies

Job Match

Applying expertise & Technology

Delivering Results & Meeting customer expectations

Leading and supervising

Planning & Organising

Working with people

Culture Match

Minimum Qualifications

NQF 6 : 3 year Degree / Diploma / National Diploma

OR NQF 4 : Grade 12

Additional Education -Preferred / Advantage

Experience

3 years’ experience  in a technical operational role

Grade 12 & 5 years’ experience  experience in a technical operational role

Certifications

CompTIA A+

Linux Certification (CompTIA Linux, LPIC)

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control            :  5 – 20 direct reports

Level of Engagement  :  Engagement will all levels within the organisation, internal and external to the business.

Special Requirements / Employment Condition

Drivers Licence and Reliable Vehicle - both required

Ability to work extended / long hours as and when required

Required to travel locally

Workplace / Physical Requirements

Client Roaming

Non-Billable