Dimension Data Technical Operations Manager in Johannesburg, South Africa

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?

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

Enterprise Service (ES) Operations Managers works closely with internal teams and colleagues to manage all aspects of enterprise services into the ES service contracts and ensuring the continued focus on the execution of the agreed service plans and initiatives.

Working with stakeholders across the organisation, the primary responsibility of the ES Operations Manager is to assist with the definition, management and delivery of an ES strategy that takes into account the current business, implementation strategy, structures and service model to meet the business needs of global or regional ES clients.

What you'll be doing

Dimension Data is a specialist ICT solutions and services provider founded in South Africa in 1983 by three young South Africans with a vision to “do great things”. Rated as a Top Ten Best Employer in South Africa, Dimension Data is simply a great place to work. Our people are our greatest asset, with more than 6 800 employees in the Middle East & Africa region. The high performance culture, passion, teamwork and ground-breaking solutions we develop have led to Dimension Data being named Top ICT Company in Africa, bearing testament to the commitment and drive of our employees across the region. If you plan to join our Middle East & Africa family we can offer you, amongst other things, exciting opportunities to work with great people in a leading technology environment.

As a Technical Operations Manager , you will be responsible and accountable for the following in the respective technical area that you will manage:

  • Manage Operations personnel matters, including staff PDP, PDS, disciplinary issues and counselling; ensure that all operational staff are aware of and comply with all operational and organisational policies and processes of both Dimension Data and the client.

  • Managing and maintaining all operational aspects, including financials, for a shared infrastructure team as well as appointed sub-contractors, from both a resource and performance management perspective.

  • Accountable for all aspects regarding the staffing of your environment. This relates to all aspects of following the recruitment process requirements, as well as employing to budgetary requirements, conducting of interviews and the placement of the right candidates into roles within your environment.

  • Accountable and responsible for all aspects related to resource capacity management including, efficiency and productivity reporting and analytical requirements.

  • Train Operations staff in new services, applications and equipment, and arrange and run any necessary training, ensuring that appropriate operational documentation is produced.

  • Achieving results which are aligned with the larger picture of the organization and its strategic goals. Initiative, coupled with a sense of competitive drive, and the ability to stay focused on results despite changing conditions.

  • Ensuring adherence to Service Level Agreements and contractual obligations for all clients and stakeholders who receives services from your technical area.

  • Problem resolution strategies and execution thereof.

  • Operational reporting i.e. performance, capacity, availability reports.

  • Accountability and responsibility for short and long term planning in respect of the technology areas being managed in conjunction with the relevant stakeholders, being both client and service delivery management teams.

  • Accountable for the identification and implementation of service improvement plans.

  • The setting and execution of a Technical Operations Plan for your respective environment.

  • Identify new opportunities, which add value and improve service to clients and ultimately result in increased revenues for Dimension Data.

  • Governance & Compliance in respect of ITIL, and other organisational requirements.

  • Driving the efficiency and effectiveness of the incident management process.

  • Act as the single point of escalation for the technology areaAs a Technical Operations Manager you will need to have: Key requirements:

  • Matric.

  • Relevant degree or related qualification will be highly beneficial.

  • 6+ year’s relevant IT experience.

  • A solid understanding of the full IT infrastructure environment, including: end-user support, networks, servers, storage, disaster recovery, backup and restore, SCOM, SCCM, end point security and antivirus, VIP support, asset procurement and management, Virtualisation and Storage, etc.

  • A good understanding of the relevant integration levels between infrastructure and the applications environment, including business intelligence, middleware, etc.

  • Must have operated at a specialist level across connectivity disciplines, business analysis, costing, project management, troubleshooting, implementations and support.

  • People management experience: client relations, resource contract management, sub-contractors and 3rd parties.

  • ITIL experience is highly advantageous.

  • A minimum of 3+ years of operations management experience.

Key abilities and characteristics required:

  • Pace and Variety of Activities

  • Sense of urgency for goal achievement

  • Proactive

  • Varied activities and the control thereof

  • Multiple, simultaneous work streams/projects

  • Multi-tasking capability

  • Comfortable in a fast-paced environment

  • Focus

  • Results focused

  • Idea generation, innovative and creative problem solving

  • Rapport and relationship building focused on achieving results

  • Engage commitment of others

  • Client focused

  • Decision-Making

  • Problem solving orientation

  • Risk taking

  • Action-oriented and somewhat collaborative decision-making

  • Quick decision making in response to changing conditions

  • Communication and Collaboration

  • Extroverted, confident, enthusiastic, persuasive

  • Influences, stimulates others to action

  • Collaboration focused on results

  • Delegation and Leadership Style

  • Authoritative leadership based on generalist expertise, knowledge of systems

  • Directive leadership to assure business results are achieved

  • Delegation of details as necessary, with follow up on timeliness and quality

  • Accountability for results

  • Team Player

  • Conflict resolution and negotiation

  • Time management

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.