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Operations Manager

Occupation Description
Primary Purpose
Plan and oversee ITO and BPO operations including process control, information management and operations support

Responsibilities

Develop Service Level Agreements (SLAs) to ensure quality of outsourced systems
Oversee the operational deliverables in terms of targets including quality targets for a specific (sub) process
Identify areas of improvement in the process based on gaps in quality and delivery
Identify and allocate resources optimally in order to achieve defined targets
Maintain relationships with appropriate client managers in order to resolve operational issues
Train and develop team members so as to enhance performance of the team
Review work of team members to ensure quality of work
Regularly review compliance to SLAs to for quality assurance purposes

Requirements

At least 5 years experience in IS operations management, IT or Business Process Outsourcing
Good system and network infrastructure knowledge to lead the operations team
Project management experience.
Degree in Information Systems or equivalent

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