Our Client in the IT Industry is sourcing for a Head of Operations who will manage all local operations in such a way that operations are optimal, in terms of stability (minimum down-time), adhering to SLAs, cost effectiveness, security and ensuring client satisfaction is maximized.
Key Responsibilities
1. Management
Task: Manage Operations team
Performance Indicator
- Ensures Operations team is motivated and dedicated with clear objectives.
- Constantly develop and optimize the function
- Participates as a member of the Management Team
- Participates in setting clear goals and managing the entity in co-operation with the Managing Director (responsible)
2. Facility Management
Task: Manage all facility (maintenance) activities
Performance Indicator
- Co-develops (preventative) maintenance schedule for infrastructure (generators, cooling, etc.)
- Manages execution of maintenance schedule
- Ensures full continuous (24×7) technical support is available to clients
- Manages and executes diagnostic / fault finding activities
- Maintains the Building Management System (BMS)
- Undertakes Capex justification for capacity planning
- Generates multiple operation reports (e.g.
- SLA reports and Customer Monthly Power Reports)
- Provides input into business cases
- Manages possible extensions / upgrades to current sites and build-outs of new sites in co- operation with the corporate engineering department
- Manages external site security agency
- Ensures quality and security of technical operations and procedures for auditing
3. Service management
Task: Manage all service (VAS) deliveries
Performance Indicator
- Manage all service (VAS) deliveries
- Manages execution / delivery of all Value Added Services (VAS)
4. Customer Implementation Management
Task: Manage all Customer Implementation Activities
Performance Indicator
- Manages the translation of customer’s wishes / requirements to customer implementation forecast.
- Provides (escalation) support to the Customer
- Acts as a technical / operational interface between Icolo.io and customers
5. Process Management
Task: Ensure alignment with (external) regulation
Performance Indicator
- Adheres to the Change Management
- Process and compiles the necessary change control and customer notifications for all services
- Negotiates and maintains (environmental) SLAs in line with agreed customer contracts
- Adheres to local fire, health and safety regulations
- Develops, maintains and implements business process guidelines for aspects such as troubleshooting, dedicated follow-up, timely
- status reporting and security
- Provide sales support
- Service Business Development
Experience, Knowledge and Expertise:
- Educated to degree level in a degree (Master) level in a technical field
- Certificate as a qualified electrician is a distinct advantage
- Minimum of 5+ years’ experience as engineer in an electro technical environment
- Minimum of 5+ years’ experience as engineer in an industrial/mechanical engineering environment (e.g. full continuous factory)
- Knowledge of or training in Telecommunications Engineering, fibre optic cabling and splicing or data centre / facility experience is a distinct advantage
- Minimum of 5+ years people management experience
- Fluent in English
- Service-orientated
- Excellent problem solving skills
- Excellent people management skills
- Good communication skills
- Flexible working manner
- Accurate
- Proactive
- Stress-resilient
Applicants who meet the requirements stated above should send their applications and detailed CVs with a day – time telephone number to the email address: jobs@hcsafrica.com with Head of Operations on the Subject line.