Operations Manager, Service Delivery Manager, Service Manager, IT Manager, Responsable de Production

 

To manage processes, resources & client relationships and to drive operational growth through maximization of revenue and resource utilization

 

Description:

Ensures Service-Level Agreements (SLAs) are met

Reviews and analyzes performance reports against targets on a timely basis and investigates causes for performance deviations and takes corrective actions

Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures

Ensures appropriate stakeholder engagement to meet objectives

Develops strategic & tactical plans to identify, analyze and effectively respond to clients’ needs, emerging trends and best practices

Assists subordinates in their competency growth and development and provides them with adequate managerial support.

Communicates, liaises, and negotiates internally and externally using appropriate methods to facilitate the development of profitable business and sustainable relationships

Contributes to the generation of new business opportunities 

Degree in IT related field

At least 8 years of relevant experience

 

Interpersonal Relationship

-Listens actively, respects others and takes into account different points of view and integrates them

-Proactively resolves interpersonal or personal matters that could affect performance

-Demonstrates an understanding of the roles and responsibilities of team members and balances own needs and those of the team or organisation

-Develops and maintains effective relationships

-Takes responsibility for ensuring effective collaboration and takes necessary measures to enforce them

-Takes the lead in managing business relationships to deliver operational impact.  Actively develops networks of internal and external contacts to extend influence, support the achievement of business objectives and manage reputational risk in business delivery

Initiative

-Is aware of goals, processes and performance standards of the team

-Demonstrates a behaviour based on action, sets priorities and uses time effectively

-Works independently and proposes solutions according to the requirements

-Manages work activities according to the changing priorities of the organisation

-Welcomes new or different solutions and approaches and maintains a positive and constructive attitude towards change, setbacks or stressful situations

-Adopts changes, identifies warning signals (i.e. trends, potential problems) and notifies those involved

Commitment and Collaboration

-Shares information in general while respecting the applicable procedures

-Adjusts own approach and communication according to the audience and the circumstances

-Promotes excellence and recognizes the contribution and the success of others

-Consults colleagues, partners, customers, users and other stakeholders and acts accordingly in response to their concerns

-Inspires trust by demonstrating the right attitude, such as honouring the commitments

-Organizes work, from the level of task planning to implementation, ensuring overall efficiency

-Sets realistic and stretching goals, linked to the strategy of the company, which unite and motivate people for achievement of such goals. Analyses costs, budgets, risks and benefits to enhance effectiveness and efficiency and takes action when needed. Uses benchmarks and performance measures to continuously improve business and manage processes

Analysis and Innovation

-Plans and adjusts work based on a thorough knowledge of the requirements of the position and seeks clarification and guidance, whenever required

-Establishes a global perspective from information gathered from various sources

-Exercises a sound judgment and ensures to have all relevant facts before making a decision

-Has the ability to step back and review the approach

-Is able to translate general direction and guidance into concrete work activities

-Brings improvements based on solutions, approaches, products or innovative services

-Communicates effectively and makes thoughtful recommendations to the management

-Is guided by latest market developments and recognizes trends and opportunities for innovation and acts upon these insights. Thinks through different potential scenarios to come up with alternative strategies to cope with the changing environment.

Values and Ethics

-Demonstrates a sense of values and ethics personally and professionally

-Discusses internal concerns with superiors or colleagues and, if necessary, uses appropriate mechanisms to seek advice or to disclose a misconduct

-Actively contributes to the well-being at the workplace and in the building of a safe, healthy and respectful work environment

-Demonstrates excellence in the delivery of services to clients and acts with  transparency and fairness

Leadership

-Gives clear direction and instruction. Builds others’ confidence, making them feel better equipped to do their jobs

-Supports team development. Gives others opportunities to practice new skills and capabilities, and provides or arranges coaching. Works to provide a supportive environment by securing necessary resources and removing blocks to effective working

-Is a role model for effective leadership. Sets a strong example through own behaviour. Gives timely and specific feedback on what has been done well and where there is room for improvement. Helps individuals think through issues for themselves

Other Competencies

-Excellent communication skills

Career Progression

Service Management


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The Making Of

Given the vibrant and dynamic nature of the ICT/BPO sector in Mauritius, employers report an ongoing mismatch of skills between what is required and what is readily available. One of the reasons underpinning this state of affairs, is the information asymmetry that exists at any particular point of time between the demand and supply of labour.

 

In this light, in 2013, the HRDC in collaboration with professionals in the ICT/BPO sector developed the nomenclature of job profiles. It comprised 33 job profiles under 6 sub-sectors namely BPO, Call Centre, Networking, Software Development & Web, Software Testing and Systems Design.

A number of rigorous working and validation sessions were held with representatives of the industry to constitute and finalise the job profiles.

 

The ever-changing character of ICT/BPO occupations coupled to the need to systematically provide novel information on career pathways have highlighted the need for continual and user friendliness of information provision.

 

The Career Development Stairway (CaDS) website was developed with this in mind. To this end, a working group was set up to review the job profiles and the competency matrix in line with developments of the sector and requirements of the CaDS website.

 

Team leads (members of the working group) were assigned sub-sectors and they sought the collaboration of other ICT/BPO operators for crafting the job profiles. This exercise gave rise to 63 jobs and 3 additional sub-sectors emerged.

 

Career progression was also worked out for the jobs. The revised nomenclature of job profiles was thereafter subjected to a validation workshop where the players of the industry helped to refine them. This formed the bedrock for the development of the CaDS website.

Connect

The Director
Human Resource Development Council
4th Floor
NG Tower
Ebene Cybercity
Mauritius
Tel : +230 454 4009 (PABX) 
Fax: +230 454 6220 / 454 6260
Email: cads@hrdc.intnet.mu