Dimension Data Service Delivery Operations Manager in Prague, Czech Republic

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 50 countries and more than 30 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.

Want to be part of our team?

Services Delivery is a function intended to ensure that all service contracts sold to clients can be delivered to clients whilst ensuring a reasonable profit for Dimension Data. The philosophy underlying Service Delivery is that maximizing client satisfaction will inevitably increase the long-term profitability of an enterprise.

The Services Delivery Operations Manager is a mid-level position in the Service Delivery Operations Management job family. They work closely with colleagues from the Managed Services, Enterprise Service and Service Delivery teams to manage all aspects of service delivery into the various service delivery contracts and ensure the continued focus on the execution of the agreed services plans and initiatives.

The primary responsibility of the Services Delivery Operations Manager is to plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery. These individuals contribute to the definition and management of the Services Delivery Strategy and execution thereof. They implement the regional or local strategy in line with the global strategy that takes into account the business today and implements a strategy to improve, including the structure and implementation of a services model to meet the business needs for our regional or local Services clients.

What you'll be doing

Manage the Service Delivery process

The Services Delivery Operations Manager assists in defining, developing and communicating the Service Delivery operations process and procedures in line with regional or local guidelines. They contribute to the identification of opportunities for optimal efficiency and drive continual improvements into the Delivery process and procedure.

The Services Delivery Operations Manager contributes to and participates in all initiatives to drive service improvement in order to gain optimal efficiency. They will assist in ensuring that the operational model for Service Operations is well defined, structured and continuously improved to deliver cost effective, client centric services that meet service level agreements to the service contracts.

Manage strategy

The Services Delivery Operations Manager provides input into the development of the tactical strategy and develop and implement a supporting operational strategy. These individuals will recommend best practice for the deployment and ongoing operations management and technical support for service contracts. They understand and interpret business climate and precedent and advise the business on the application to improve company competitiveness. They will work with other Dimension Data Service Units to build best practice services for our clients. They take responsibility for the management of services for strategic business change and ensure that IT Services are aligned to the client’s business requirements. They will contribute to the development and implementation of a Service Management and delivery strategy for the Services business.

Transition of service contracts

Working with the Transition Management teams this role is part of the transition of service contracts into the Dimension Data operation. In collaboration with the Senior Services Delivery Operations Manager, they ensure that the right skills are deployed and adherence to all standards, processes, policies and work instructions as determined by global services organisation.

Set financial targets

They analyse operational records, trends and costs related to estimated and realised revenues to project future revenues and expenses. The Services Delivery Operations Manager establishes financial targets for individuals and teams and identify opportunities to minimise cost or increase sales/revenue.

Manage stakeholder relationships

The incumbent in this role will act as conduit between internal stakeholders in the Services functions during the services transition phase. The Services Delivery Operations Manager will develop and maintain influential relationships in order to ensure the continuous improvement and innovation into contracts, whilst appropriately managing client expectations. They develop and maintain productive working relationships with peers and organisational role players to achieve optimal cross process integration.

Ensure client satisfaction

The Services Delivery Operations Manager is able to balance the needs of the client with the strategic direction of Dimension Data. They act as a bridge between the clients and the technical organisation providing sound consulting services and recommendations based on customer and client needs, current information and trends. In so doing, they review, analyse and make recommendations on improvement opportunities in each service lifecycle phase.

This role will act as the point of escalation for delivery teams for client satisfaction issues. This individual will be responsible for understanding the core issues affecting the client and will work with the relevant service teams to resolve. This role will also work with the relevant teams to monitor client satisfaction and contractual compliance for our clients.

Ensure operational efficiency

The Services Delivery Operations Manager ensures the development, alignment and implementation of end-to-end processes, leading to operational, process, quality, standard and service optimisation. He/she assists in the timeous identification and solving of operational problems. They implement and use governance, compliance procedures and processes effectively to identify and manage risks and expose previously unknown liabilities. They draw up budgets aligned to operational delivery plans, monitor and report on variances. These individuals implement, manage and report on cost improvement objectives and communicate or escalate any shortfalls.

They ensure the provision of accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency. He/she develops and maintains operational procedural manuals, including preparing and distributing of appropriate updates. They implement people resource planning in line with delivery and performance objectives, budget and in partnership with specialised areas. Services Delivery Operations Managers positively influence and manage process and procedural changes and provide guidelines and support related to new requirements as a result of the change.

Implement service management

These individuals will provide a framework for the alignment of business needs and IT provision requirements. They will develop processes and approaches that enable a continuous improvement program and ensure that we deliver against the service solution. They propose and deliver service improvements where required and ensure that contractual and delivery documentation is maintained with accuracy and that details are kept up to date. These individuals provide input to the service related contract change control process. They identify needs, risks and issues and propose appropriate solutions and courses of action.

Provide reports

The Services Delivery Operations Manager ensures the provision of accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.

Behavioural skills

As corporate citizens, they act as role models to the Service Delivery team, acting as an example when it comes to client satisfaction. They contribute to a culture of customer service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service. They are assertive, able to cope well under high pressure situations and are resilient.

They practice two-way communication and listen to and understand other’s point of view. They have excellent client orientation skills and have solid understanding of the Dimension Data business and service offering. It is imperative that they build effective working relationships with all stakeholders and ensure Dimension Data remains competitive through the bid process. They use their analytical ability to provide and improve service delivery in line with client requirements. They demonstrate strategic thinking ability and display high levels of integrity.

What would make you a good fit for this role?

Join our growing global team and accelerate your career with Dimension Data. Apply today.

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

Dimension Data uses the power of technology to help organisations achieve great things in the digital era. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With offices in nearly 60 countries across five continents, and over 30,000 employees, we deliver wherever our clients are, at every stage of their technology journey.

Whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, we help our clients achieve their ambitions.

And with us, you can achieve yours.

If you believe you can do anything, we’re here to help you do it.