CSSD Service Operations Manager

About the job

The Service Operations Manager is accountable for the management and delivery of the Hardware Service portfolio to all customers and Channel Partners. The responsibilities include the overall day-to-day performance management of critical service areas in the department which are: Field Service, Hardware Implementation, Hardware Product Support, IFS system local administration and Hardware Technical training.

Responsibilities

• Management of Hardware Service Products and Solutions.
• Management of hardware service portfolio.
• Customer SLA management.
• Day to day management of all service assets related to the delivery of Services.
• Change planning and management.
• KPI planning and monitoring.
• Monthly Reporting on hardware issues, Customer SLAs and Partner engagements
• Monthly SLA Meetings with Customers
• Management of Service Management systems (Currently IFS)
• Maintenance of CPCs to Partners and End Customers.
• Assisting the Tenders team with technical information
• Management of the Product Support Team
• Management and daily operational support on Production Devices
• Establish and continual improvement of operational processes for all services

Education

• Bachelor's degree in information technology or equivalent
• Management qualification (NQF6 or equivalent)
• Service management specialist certification (IT services) (ITIL Expert preferred)

Experience

• Minimum 10 years' experience in Document Solutions Industry
• Minimum 5 years management experience
• In depth knowledge of print management market and imaging technologies.
• Knowledge of competitor offerings and market-leading technologies in OA.
• Process development and organizational alignment
• Managed Print Software and ECM operations management.