To manage the delivery of technical service delivery across the complete value chain for all aspects of technology delivery, including Projects, Recurring Revenue and other ad hoc services, ensuring the best delivery to time, cost and quality, ensuring a high level of customer satisfaction is maintained.
Role Responsibility:
Effective Management of technology operations
- Ensure that the operational processes and procedures are followed to best effect and manage changes where required;
- Develop and Maintain an operational Quality Assurance Plan and Operations manual for the Division;
- Enforce the strict sign-off procedure for operational integrity is executing between Sales and operations, at the beginning and end of Projects;
- Liaison with other key functional areas such as Sales, Finance, Logistics and Procurement in order to ensure optimum technology delivery is achieved;
- Monitor and control work flow in Branches and Project teams, through JCS, ensuring no bottlenecks occur;
- Review procedures quarterly and implement Best Practice through a Lessons Learnt process.
The efficient Management of technology operations financial performance and profitability
- Ensure the Revenue Sale Plan is linked to resource deliver capability in the Branches, in order to ensure timely delivery of projects etc;
- Manage the RFO process and ensure effective performance to the point of invoicing;
- Manage an effective Recurring Revenue Process and timely invoicing procedure;
- Ensure effective cost control is undertaken in Branches in order to reduce direct and indirect costs (EG: telcoms, fuel, etc);
- Execute Cost Control Measures where required;
- Manage and deliver the required Gross Margin for all technology Projects.
- Support Trade Reviews, and report key trends as required;
The provision and management of Customer Satisfaction for all technology customers
- Develop and Maintain internal relationships in order to foster close working relationships with; Cash, Guarding and other G4S internal clients;
- Develop and Maintain external relationships in order to foster close working relationships with all Key Clients.
- Monitor and review customer satisfaction levels across business unit
- Address escalated issues relating to customers, and oversee projects to rectify
- Drive sound customer relationships and service levels
Management and supervision of technology operations staff
- Manage and maintain the organizational structure of the Division, in order to optimize resources;
- Lead and motivate staff;
- Manage Performance reporting of Branches monthly;
- Co-ordinate the training requirements of the Division;
- All team members have clearly defined job profile s aligned to the profile of the manager
- Ensure performance contracts are in place and regular goal reviews completed to assess achievement of results
- Apply poor performance management or employee relations management principles and processes should this be required
- Provide support, coaching (train) and mentoring continuously to ensure that objectives are met
- Ensure completed development plans for each employee
- Allocation resources appropriately to ensure operational demands are met
- Ensure that events/activities taking place in team are effectively communicated within the team and to other teams requiring the information
- Ensure adequate succession planning to meet ongoing and anticipated business requirements
The Ideal Candidate:
Knowledge
- Broad knowledge of Security Industry
- Broad knowledge of ESS products (must include Time & Attendance)
- Practical installation experience
- Expert Product knowledge in at least one key area
- Knowledge of software development
Skills
- Leadership of dispersed teams (internationally preferred)
- Management of complex organisation
- Financial acumen
- Project Management
- Communication (verbal and written)
- Computer literacy
- Customer relationship management
- Decision making
Attributes
- Self-starter
- Robust
- Able to manage stress
- Strong delivery focus
- Initiative
Minimum Qualifications
- At least 5 years experience in a similar role at a senior management level
- Knowledge of security technology products and services
- Excellent negotiation and communication skills, with the ability to build relationships and influence at a strategic level
- Innovative
- Awareness of market environment in SA and Africa
