Job Spec

General Manager

Cape Town, WC
Sector: IT / Computers / Software
Posted: Monday, 4 November 2019
Reference: KL/CC/03/11/19





Register / Login to apply

Job Details

The main purposes of this role is to lead the in region Service Desk operation and to fulfil the necessary requirements of operating an “in country” facility for the delivery of managed services.
This local organisation includes service desk and infrastructure operations teams, however the operational focus of this role will be Service Desk only.

RESPONSIBILITIES
Operational Lead
• Represent the Service Desk Service to the internal organisation.
• Managing the customer deliverables from the Service Desk.
• Ensuring Group alignment for the local Service Desk operation
• Actively promoting and sponsoring group wide initiatives within the local environment
• Creating continual improvement initiatives and business cases material for improvement
• Providing support and input into Global Service Desk Improvement and remediation plans
• Managing the performance of Partner Desks where appropriate
• Driving Service Desk strategic direction with the Customer
• Representing Service Desk impact from change to the Customer and Customer Unit
• Country Lead
• Execute change engagement with internal and external stakeholders at an executive level.
• Ensure compliance with in-country corporate governance rules and regulations, to demonstrate effective control within the business
• Management of risk within the local geography
• Retain BBBEE certification
• Accountable for company accounts and annual audit process
• Maximise opportunities to achieve local grants and incentives available within the country
• Relationship management with key internal and external stakeholders to ensure the organisation benefits from any grants/incentives available in-country
• Accountable for country P&L performance, budget and rate card preparation
• Ensure business continuity plans are in place for the business.
• Accountable for company accounts and annual audit process
• Maximise opportunities to achieve local grants and incentives available within the country
• Relationship management with key internal and external stakeholders to ensure the organisation benefits from any grants/incentives available in-country
• Accountable for country P&L performance, budget and rate card preparatio
• Ensure business continuity plans are in place for the business
• Accountable for driving employee engagement
• Accountable for ensuring we have the right resources with the right skills in the right area
• Maintain the standards for quality of service, driving continual service improvement
• Leads change programmes across the business
• Hosting and presenting to Computacenter customers and promoting the SA operation within the group
• Oversee local internal functions – Facilities, IS, Finance and HR

REQUIREMENTS
Essential Knowledge/Skills:
• A history of successful leadership in a matrix organisation.
• Excellent management, leadership, organizational, interpersonal, communication and customer service skills with active-listening skills and the ability to effectively interact with all levels of management.
• Proven track record of success in driving operational excellence, including coordinating and driving issues to resolution autonomously utilizing excellent judgment skills.
• Demonstrable experience in building and improving operations and services.
• Demonstrated problem-solver with the ability to cope under pressure and coordinate multiple activities in a dynamic, fast-paced team environment.
• Experience in general management duties including all aspects of business including Finance, HR, Facilities and IS.
• Collaboration skills across companies, geographies and cultures.
• Experience and knowledge of change management principles, best-practice methodologies and tools.
• Ability to establish and maintain strong and successful working relationships.
• Ability to drive/influence organizational change management.
• Exceptional listening and communication skills.
• Strong mentoring skills.
• Ability to influence others and successfully move toward a common vision or goal.
• At least 5 years’ experience of leading an offshore IT operation with specific experience of delivering Service Desk and ideally infrastructure services to customers across the globe.
Essential Qualifications:
• National Business Management Diploma.
Desired Qualifications:
• ITIL Red Badge
• MBA Degree

Skill Requirements

  • General Manager
  • Service desk
  • IT operations management

Company Details

Company Bio: Sourcing Talent