MS Operation Specialist

Roles and Responsibilities

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
• Analyse metrics and report on contract performance
• Responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery

Desired Candidate Profile

Perks and Benefits