• Measure service satisfaction levels and resolving system and application issues with the team to meet the SLA as per project contract
• Managing and upholding the troubleshooting escalation process
• Resolving system and application issues with the team to meet the SLA
• Assisting with IT equipment sourcing and budgeting
• Occasionally working with third parties to rectify issues
• Identifying gaps in the support process and amending it accordingly
• Effectively delegate any maintenance issues to be resolved on each shift and small projects to the right skills in the team, planning and managing
• Develop, scope, plan and manage the implementation of one or more low/medium-risk projects as assigned
• Assist the above with the development of the relevant products needed to support implementation
• Actively keep internal and external stakeholders sighted on key risks, issues and decisions – escalating where appropriate
• Actively work with internal stakeholders to ensure the project secures effective engagement at all levels within WMP
• Develop and maintain an expert working knowledge of the project and therefore be a point of reference, information and expertise

Minimum 4 years experience as an Operation Manager for Support and Maintenance Projects Experience in customer service is essential, as is several years’ experience in a 1st or 2nd line IT support Excellent software knowledge, including: Microsoft products, MS SQL, Exchange, and Apple iOS system Excellent knowledge of IT services methodology such as ITIL, ITSM and others methodology (ITIL or ITSM Certificate will be an advantage) Proficiency in Internet Languages, i.e., PHP, Linux, Apache, MySQL, and others Certified PMP Bachelor's degree in Computer Science, Management or Engineering Project Management (scoping, planning and execution) Problem-solving and analytical skills Risk and Issue management Ability to prioritise and manage conflicts (people and tasks) Networking, engagement, persuasion, influencing and communications skills Written, oral and presentations skills Tact and diplomacy skills when managing sensitive issues in a discreet manner Experienced and competent in the use of MS Office applications (specifically Project, Word, Excel and PowerPoint)