Cabling Operations Manager (L2)

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Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

Working at NTT

The role of the Cabling Operations Manager (L2) is to take responsibility for the management of service delivery for less complex managed services operations within NTT clients. They are also responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery.

Key Role and Responsibilities:

• Responsible for operational coordination of the service delivery team, creating and executing on plans and reporting on the team activities in the required forums
• Ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members
• Assist with resource planning and deployment according to the requirements of the service contract
• Responsible for planning and executing the delivery of services that NTT is contractually bound to deliver in terms of the contracts held by clients
• Work with the relevant stakeholders to create, define and catalogue service offerings and present these to the sales force and clients
• Assist with the provision of quotations and accurate pricing for services required by the client
• Participate in the negotiation of service level agreements and the details of the contract
• Ensure the management of incidents and problems and respond to escalated queries
• Manage calls logged to ensure effective and timeous resolution
• Conduct regular feedback sessions with the client to report on contract performance and contract activities
• Conduct regular vendor meetings using measurable criteria to report and manage vendor performance
• Compile and maintain accurate documentation on vendor processes and procedures and incorporate these into the NTT processes to ensure seamless and efficient service delivery to the client
• Understands the financial position of and provides input into various aspects of service delivery to ensure the profitable management of contracted responsibilities
• Setup and manage the contract within the agreed budget and conduct monthly contract reviews to track actual achieved metrics, ensuring long term profitability of the contract
• Contribute to the increase in contract revenue by seeking and reporting on growth opportunities within the contract
• Ensure the compilation and distribution of the relevant service delivery and operations reports to the relevant forums
• Analyze metrics and report on contract performance
• Responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery

Knowledge, skills and attributes:

• Display strong orientation towards ensuring client satisfaction and service delivery
• Reliable and are able to produce a high quality of work
• Excellent verbal and written communication skills and are able to engage across all levels in the business
• Ability to effectively manage work processes and proactively manage situation to achieve the desired outcomes
• Good people management and leadership skills
• Proven ability to build, manage and foster a team-oriented environment
• Proven ability to work creatively and analytically in a problem-solving environment
• Ability to quickly become proficient in client processes and related systems
• Demonstrated strong ability to analyze, design and improve business processes

Academic Qualifications and Certifications:

• Bachelors degree or equivalent in a related field
• ITIL qualification and other technical certifications preferred

Experience required:

• Solid work experience in service delivery within a large scale (preferably multi-national) technology services environment across a range of services including managed services.
• Demonstrated experience in managed services and service delivery environment including technical and service management exposure.
• Demonstrated experience in developing establishing processes and enforcing adherence to processes policies
• Outsourcing operations experience
• Customer Support Operations experience

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What will make you a good fit for the role?