Job Title: Operations Manager (Lodestone)
Branch/Department: Integrated Services
Job Type Classification: Permanent
Location - Town / City: Samrand
Location - Province/Area: Gauteng
Position Overview: We are looking for an experienced Operations Manager. The ideal candidate will be delivery-focused, assist to bridge the gap between business development / operations and finance, take ownership of the support desk software and process, provide insight into the profitability of the business, leverage off and align with the Resolve / Imperial support facilities and processes.
The position requires experience in business development. Particularly defining the parameters for SLA proposal / tender for various opportunities, participation in the tender process, provide input into the strategic initiatives and partnerships
This position is responsible for Project management and Manage project manager to ensure all open projects (large and small) are delivered on time.
- Define and manage Service Level Agreements with the clients
- Owns the SLA fully – document, methodology and innovation
- Monitor completion dates of SLA’s and prepare for renewals and escalations
- Regular client visits and interaction to manage SLA and client relationships
- Upselling opportunities and extending SLA services
- Monitoring the environment at sites to be aware of risks / opportunities
- Managing client expectations to stay within SLA
- Innovate around SLA methodology to successfully out-perform the competition in the market
- From time to time the management roles will need to fulfill the role of billable consultant as the business and capacity can afford
i. Direct Reports
- Performance manage direct reports
- Assist to define KPI’s for direct reports
- Handle career development for direct reports
- Direct reports will be:
a. Technical team lead
b. Functional team lead
c. Project manager
d. Dotted line report from Customer Relationship Manager also reporting to Sales Director
iii. Indirect Reports
- Most of the business runs through the operations management via indirect reports
- Assist to define KPI’s for indirect reports
- Assist direct reports to performance manage their teams effectively
- Identify and implement innovative operational excellence programs within the business
- Take overall responsibility for resource scheduling with input from direct reports
Specific Role Responsibilities:
- SLA Management
- Project Management
Qualifications and Experience:
- University undergraduate degree a requirement & preferably IT management related training / qualifications
- 10 + years’ experience in the enterprise systems industry with minimum of 5 years operations management experience within IT (preferably enterprise i.e. ERP systems)
- IT industry and specifically enterprise (ERP) systems management – preferably in a consulting role. Oracle ERP experience or JD Edwards is advantageous.
Skills and Personal Attributes:
- Able to build very strong relationships – has the ability to make clients happy and create the positive sentiment
- Preferably know the JDE product and the EBS product well
- Is an excellent finisher
- Highly familiar with SLA and support processes and can innovate, implement, refine and maintain the process
- High energy & positivity
- Good leadership skills
- Knows the Oracle market well
Questions after the interview:
At the end of an interview there is usually an opportunity where you can ask any questions you might have. This is a great opportunity to show the interviewer that you are interested in the position as well as the company. It is a good idea to prepare a few questions before the interview – this can be done while you are doing research on the company.
Your questions should show the interviewer that you are a good candidate for the position. Try and avoid questions that are based on your personal needs and preferences, for instance:
- How much leave will I get in a year?
- Will I be considered for promotion in my first year?
- When will I get an increase?
- What time can I leave in the afternoon?
These questions are inappropriate at this stage and will probably raise concerns on the side of the interviewer. Should you be the successful candidate then all these questions will be answered in your letter of appointment so don’t waste this opportunity by asking these basic questions.
If the position is an entry level job or very junior then you are welcome to ask questions in line with the position, for instance:
- Why did the previous person leave the position?
- What would the successful person be tasked to do in a typical day?
- How does this position fit into the department and / or company?
- Could you explain the company structure to me?
- Is there any further education assistance or support?
If the position is more senior then you can prepare question around the following themes:
- current issues that will face the successful candidate;
- inter-personal challenges in the department;
- any process, technology or people challenges that needs to be attended to urgently;
- key result areas that need urgent attention in the first few months;
The above information should get you started. Prepare a few questions so that you can show your worth. Good luck with your interview!