SURGO (PTY) Ltd. has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. The Client is headquartered in New York and has more than 40,000 professionals in locations throughout the United States, Europe, Asia, Latin America, Australia and South Africa.

The Client is recruiting for an experienced IT Operations Manager to join their team in Cape Town.

Job Purpose:
This is a business and client facing role that ensures a seamless IT Service Management, helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teams

Key duties:

• Client Portfolio Management – End of End owner of key accounts from IT Operations perspective
• IT Service Management and Delivery - Lead Operational Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders
• Participate in ongoing Service Operations Reviews and also on new business growth calls with client / internal stakeholders
• Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives - Drive productivity improvements as per plan and control cost of operation
• Driving Effectiveness of Compliance & Information Security as part of Operations of client processes – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements
• Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams
• Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues and Major Downtimes for usage in future

Primary Internal Interactions:

• Business Leaders
• All Technology Sub-Functions
• Internal / External Audit Teams

Primary External Interactions:

• Client Teams – especially Client Technology Teams
• External Vendors – Primarily for Service Desk Management

Technical Skills:

• Good understanding of Networking, Systems, Voice and business applications.
• An industry recognized certification like ITIL / ITSM is an advantage.
• Understanding of Project management methodology

Process Specific Skills:

• Ability to interface and communicate at all levels within EXL and Client organizations
• Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital
• Working knowledge of MS office, MS Project and Visio

Education Requirements:

• Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM, PMP

Work Experience Requirements:

• Minimum 8 – 12 years in managing IT Operations of large client relationship (800+Seats)
• Willingness to work in a 24 x 7 environment
• Must have BPO Contact Centre exposure

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202457 subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za

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