Line Manager for the Open Systems teams - TMD616
The Role:
The main responsibility of this role is to manage the Open Systems teams on a national basis, responsible for the delivery of all Open Systems and related services eg. New Business Support to both external and internal clients.
Setup and maintain the Open Systems Services Operational Portfolio (SOP) for all disciplines within Open systems management. Define standardised services to support current and future clients in a cost effective and repetitive manner within contracted Service Level regimes.
Financial management of the Open Systems environments in a sustainable, profitable manner while ensuring technology is maintained on current levels and as per contracted obligations.
Provide technology guidance to both internal and external clients on market trends and keep them informed on new developments
Description of responsibilities
Customer Management
" Interpret and translate client demand statements and define/refine the company's supply statement for optimal service delivery for the company's solutions
" Overall accountability and responsibility for the achievement of contracted service levels and customer satisfaction targets
" Ensure the attainment and maintenance of excellent levels of client satisfaction with regards to operational, tactical and strategic service delivery
" Ensure implementation of Open Systems Architecture, Strategies, Standards, Frameworks, Roadmaps and best practices
" Align Open Systems services and infrastructure with client requirements
General Management
" Ensure Open Systems and related storage and backup technology strategy is in place
" Align Business requirements to available technologies
" Ensure optimal deployment and use, of technologies
" Ensure operational governance is in place
" Align with international best practices
" Define and maintain Open Systems SOP
" Develop and maintain retention, development and training plans for the Open Systems staff complement
" Ensure correct infrastructure and Open Systems services financial allocations
" Assist clients in strategic planning and technology decisions
" Ensure consistent and high quality service is provided in the Open Systems environment
" Ensure continual service improvement in Open Systems environment
" New business focus
" Staff retention, growth and client satisfaction index
" Provide support to Business Development and Service Management
" Work with Service and Delivery Management and Senior Management to ensure services are delivered satisfactorily and within contracted levels
" Actively encourage, support and participate with service lines, service owners, business development and strategic partners to introduce new innovative products and services in line with client requirements.
" Co-ordinate, prioritize and align services and resource requirements
" Ensure optimal management of regional, site-specific, central and national resources for effective and efficient delivery of services.
" Support the organization to organically grow the account through service excellence and positive client relations
" Implement the Company's Continuous Business Improvement methodology to consistently ensure alignment of services with industry standards and best practice
" Own the overall IT Service Strategy and appropriate plans with regards to Open Systems, which implement this strategy to support the customer environments
" Support Sales and Pre Sales and assist the Continuous improvement projects
" Participate in RFP's and business development
" In conjunction with the customer own the overall IT service continuity strategy, process and appropriate plans. Challenge existing methods of delivery & sourcing and innovate such that productivity improves and costs reduce.
" Participate in International forums as required
SLA's / OLA's /UC's Management
" Ensure that the Service Level Management processes and toolsets are effectively implemented, maintained and aligned with client reporting requirements
" Translation of agreed service levels into service specific Operational Level Agreements (OLA's) and Underpinning Contracts (UC's)
" Establish, maintain and manage the OLA's with service owners
" Investigate and report all breaches of OLA's and implement solutions to prevent future occurrences
" Establish, maintain and manage the UC's with 3rd party vendors, suppliers and partners
" Ensures OLA's and SLA's and any third party supplier agreements are in alignment and capable of delivering services within contracted timeframes.
Escalation
" Provides leadership and ownership and resolve any escalations or breakdown in process
" Ensure day to day operational delivery and management of problem and incidents resolution
Financial Management
" Review financial performance of team and establishment of annual budget
" Responsible for Budget, Forecasting and Cost Control
" Drive cost-reduction opportunities with delivery units and balance these against risks.
" Provide and maintain unit cost models for new business
" Manage all Open Systems related cost centres via budget, forecast and reporting on a monthly basis
Human Resources Management
" Functional and organisational development - contribute to the alignment / development of a relevant and agreed functional structure, organizational structure and benchmarks to service the company customers and business.
" Organisational implementation - identify, document, assign and change if necessary the departments' roles, responsibilities and reporting relationships according to the agreed company functional structure.
" Staff recruitment - ensure the effective recruitment and placement of staff according to the company guidelines, agreed staffing benchmarks and ratios for the team.
" Motivation and staff development - ensure the effective motivation of all staff, delegation of activities and the development of staff members and teams to enhance both the success of the unit and company.
" Performance management -implement and maintain effective performance management according to company guidelines.
" Salary and rewards - implement and maintain an effective salary review and rewards programme according to the company guidelines and agreed industry benchmark data.
" Cultural diversity - ensure leadership that encourages cultural diversity and the management style required for managing across cultures to enhance the internationalization of the team and company.
" Training & Development - Ensures that all staff are trained appropriately taking into account current and future requirements to support diverse client needs
Additional Skills
" Assertive, tenacious and resilient
" Integrity: consistently behaving in an ethical manner in order to create trust
" Cost control and budget planning
" Political astuteness and conflict management skills
" Must be articulate in both the verbal & written communication
" Have a strong background in Management of IT delivery functions
" Analytical and problem solving attributes
" Exhibiting tact and diplomacy in dealing with sensitive customer issues
" Strong interpersonal, communication, negotiation and presentation skills
" Able to identify current status of customer expectations and satisfaction levels
" Self-motivated and able to work independently and autonomously.
" Ability to quickly identify goals to be pursued, and to influence others towards these same goals.
" Decision making skills: makes decisions and understands the implications of a decision
" Collaboration skills: build close relationships with key managers, grasps opportunities for growth and profitability and be sensitive to the needs of business
" Strong change management skills
" Project Management skills
Qualifications and experience
Work experience requirements:
" At least 7-10 years + IT leadership/management experience is compulsory
" Relevant information technology degree and or relevant tertiary degree/diploma will be an advantage
" Proven track record in client relations management will be an advantage
" Formal training in management disciplines will be an advantage
" Ability to consolidate solutions and provide guidance in defining future platform strategies
Technical Requirements
" Competent working knowledge of all aspects in the Open Systems and associated environments
" Understanding of current market drivers in the Open Systems environment
Key competencies
" Goals and Results Orientation
" Team Leadership
" Cooperation/Team work
" Customer and Market Orientation
" Problem-solving ability
" Change Management
" Thinking and Acting in terms of systems