Operations Manager Managed Services

Confidential

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Department: Technical

Reporting Line: Head Cloud & IP

Location: Lagos, Nigeria

 

Responsibilities:

As Operations Manager you will be responsible for leading, managing and developing the Managed Services team and suite of solution offerings. The team will be responsible for providing pro - active first fix and post sales support to our Managed Service Customers.

 

The ideal candidate will have previous operations management experience, a natural talent for getting the best out of teams and a sound understanding of the technologies we support Computer Hardware and Operating systems, Cloud technology, Network & systems security, Enterprise networking including IP VPN and MPLS.

 

Other responsibilities include:

  • Design and deliver integrated solutions for Managed Service  customers in line with ITIL and/or industry best practice
  • Monitoring the effectiveness of the team against SLA/KPIs, driving through change as needed to deliver continual service improvement
  • Ensure operational procedures and practices are well defined, documented and consistently applied
  • Instil a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
  • Be capable of identifying and implementing change within the team to ensure it can take on new service offerings.
  • Contribute proactively to new service development.
  • Work closely with the Technical Sales to ensure new customers are on - boarded with seamless handover/transition
  • Ensure remote teams are skilled, trained and developed to enable them to deliver high quality service and support
  • Manage and develop strategic partnerships with third party suppliers and other internal stakeholders
  • Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement
  • Drive a continual service improvement program based on a desire to become a world class managed service provider
  • Develop in-depth knowledge of competitive Managed services offerings in Nigeria and globally develop propositions to sell and further develop the MainOne brand.

 

Contacts:

You will be required to liaise on a day-to-day basis with customers, the Technical Team; GNOC, Service Delivery, Technical Sales, Cloud team, Security team, IP Team, Project Management, and various other groups / departments.

 

Competencies

  • Strong Knowledge of Managed Services, Managed Security, and Cloud as a service delivery model
  • Good Knowledge of IT and concepts such as virtualization
  • Have excellent communication, influencing and customer management skills
  • Have solid technical understanding of Networking, security and Hosting Technologies and solutions

 

Required:

  • Analytical thinking to engage customers considering different business and operational models
  • Relationship Management
  • Proficiency in MS Office
  • Excellent written and verbal communications skills
  • Familiar with Cloud Models (IaaS, PaaS, SaaS) , 
  • Also familiar with Connectivity, voice, video, security and general Network solution offerings.

 

Qualifications:

  • Bachelor’s degree in a Technical (Engineering or Sciences) discipline.
  • Minimum 7-10years experience working with managing various services.
  • Minimum of 5 years in supervisory/management position.
  • ITIL, CCNA , CCNP , MCP

 

Demands of the job: 

  • Ability and willingness to work long hours, take responsibility for delivery and meet tight deadlines;
  • Ability to work with minimal supervision Frequent Travel may be required

 

Summary

Company

Confidential

Job Level

Manager (Staff Supervisor/Head of Department)

Location

Lagos

Specialization

Telecommunications

Job Type

Full-Time

Minimum Qualification

Degree

Preferred Years of Experience

7 - 10 years