Head of Operations at Pivotage Consulting

Job Description

• Deliver support and service solutions for Managed Service customers in line with industry standards. 
• Ensure all operations are carried on in an appropriate, cost-effective way and in line with budget.
• Adhere to operational management systems, processes and best practices.
• Carry out routine/non-routine/planned preventive and corrective maintenance of site equipment in the assigned cluster.
• Schedule future maintenance plans and advice customers on the site equipment functionality.
• Keep updated logs on work and issues across all sites within the allocated cluster.
• Carrying out site visits as and when due/ requested by the department manager.
• Ensure proper maintenance of tools allocated and that spares parts for routine maintenance are of good quality and conforms to the customers specifications.
• Coordinate the supply of diesel across the sites within the assigned cluster as well as ensure that the right quality and quantity is supplied to the assigned sites at all times.
• Timely response to all site escalation(s) and ensure MTTR are within defined parameters and SLAs.
• Ensure that environmental, health, safety, security, operational and quality standards and procedures are in place and adhered to in the delivery of assigned tasks
• Maintain customer satisfaction and work closely with internal and external key stakeholders regarding technical support of their activities.
• Report on operations activities on a regular basis to the CTO while ensuring accurate and timely reporting of key activities as required.
• Ensure job completion/work progress certificates are properly and timely signed off by the relevant authorities for invoicing/documentation purposes and timely submitted to the relevant officer.
• Ensure operational procedures and practices are strictly adhered to
• Remedy customer escalations and act as a point of escalation both in and out of work hours as required.
• Achieve consistent customer satisfaction ratings, respond appropriately to customer feedback on improvement areas, and ensure that infrastructure availability meets the SLA on network availability agreed with the customer.
• Any other responsibility as may be assigned by as by the CTO from time to time.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications

• B.Eng. (Required)
• Certificate in Project Management (Required)
• MBA/M.Eng. (Added advantage)
• COREN (Preferred)
• Minimum of 5 years’ experience
• Ability to use the computer effectively & efficiently
• Performance and result-oriented
• People Management Skills
• Excellent communication skills
• Strong Analytical and Technical Skills