Do you want to be the person who exceeds your potential?
If you have a desire to succeed and drive your own career, Dimension Data offers you the opportunity to make that happen.

We are currently looking for an MS Manager – Advance Infrastructure to support the business in achieving its strategic objectives.

The MS Manager operates at a senior level at lower levels of complexity within the MS
Management job family. They work closely with a variety of department heads to assist
with the highest level of client satisfaction and the successful continuance of business
operations within Dimension Data. Through assisting with the planning, building and
supporting of technology solutions

Ensure client satisfaction
These individuals provide help and advice to clients using the Dimension Data products
and services. They set the standard for client satisfaction and assist with the development
of client service policies, procedures and standards that will ensure the continued
satisfaction of Dimension Data clients. The MS Manager engages with clients
telephonically, via email or face to face and use the information gathered from these
engagements to discuss possible improvements to client service with other managers
within Dimension Data.

Projects
These individuals drive the profitability of all projects and operational services in relation
to revenue targets and ensure the delivery of contractual obligations within budget and
the agreed time for relevant projects and managed services. This may include assisting
with the revision of contract terms and conditions in collaboration with the relevant internal
stakeholders. They assist with the development and execution of new delivery
methodologies and ensure alignment to best practice.
They assist with the preparation of bids and proposals to clients and remain up to date
with deals in the pipeline to ensure a smooth transition from Sales to Delivery.
Manage client incidents
MS Managers investigate and solve client problems which have been escalated by more
junior employees. They assist with complaint handling or any major incidents that require
intervention and ensure the prompt resolution of these incidents. These individuals assist
with the identification and development of a feedback, complaints and problem solving
procedure for clients to use ensure proactive incident management at client sites.

Determine client service levels
The MS Manager takes responsibility for the analysis of statistics and other data to
determine the level of client service provided. This includes the perusal and review of
client reviews and writing reports on the levels of client service provided. They ensure
the distribution of this information to the departments involved in ensuring the highest
level of client service is provided.

Maintain records and statistics
These individuals keep accurate records of discussions and correspondence with clients
as well as keeping record and statistics with regards to operational information, network
infrastructure, user location, hardware and software, data media and data violations.
They monitor the problem solving process and ensure that the problem solving register
is in place and up to date.

Administer IT site infrastructure
The MS Manager contributes to and assists with the maintenance of the information
technology site plan. They ensure that the quality of hardware installations complies with
the required standards and assist with the initiation of plans to improve the quality of
these installations when problems arise. They are proactive in their approach and ensure
the identification of potential information technology problem areas.

Provide operational support
MS Managers ensure maximum up-time and the accurate and early response to client
operational issues. They ensure that the approved configurations are in place and provide
system commissioning and implementation and hardware and software support. These
individuals provide written information to clients in the form of operating procedures. They
ensure the effective and efficient allocation and utilisation of resources to projects and
operational services. They assist with the refinement of process and contribute to delivery
excellence, identifying new business opportunities where applicable.

Provide training
The MS Manager assists with the identification of user and employee training
requirements. They organise and present seminars, work sessions and advanced
workshops on relevant information technology aspects. They provide business advice
and technical consultation to clients when required.

Produce reports
MS Managers are responsible for preparing, revising and submitting reports to the
relevant stakeholders and present these at the relevant forums. This includes reporting
on all statistics relevant to service operations metrics and making recommendations for
service improvement to sustain business for Dimension Data.

People Management
These individuals are responsible for operational management of the team, creating and
executing on plans and reporting on the team activities in the required forums. They also
ensure that employees reporting to them are engaged and understand their career
opportunities, by taking responsibility for the training and development of their team
members.

Corporate citizens
As corporate citizens, MS Managers display strong levels of client engagement and has
good organisational skills. They are effective team leaders who have good interpersonal
and verbal and written communication skills. They display the required level of leadership
and management skills to effectively manage the team leaders that report to them.
These individuals have good collaboration skills and able to interact professionally. They
are able to work in a team environment and contribute to their success.
What we expect you to do
Develop client service policies, procedures and standards and engage with clients
to discuss possible improvements to client service.
Drive the profitability of all projects and operational services and ensure the delivery
of contractual obligations within budget and the agreed time.
Promptly resolve complaints and major incidents and identify and develop a
feedback, complaints and problem solving procedure to ensure proactive incident
management.
Analyse statistics and other data to determine the level of client service provided
and ensure distribution of the information to the relevant stakeholders.
Maintain records and statistics on client correspondence, problem solving and other
relevant operational information.
Administer IT site infrastructure including the information technology site plan,
quality of hardware installations and the identification of potential information
technology problem areas.
Provide operational support including the effective and efficient allocation and
utilisation of resources to projects and operational services and ensure that
approved configurations are in place.
Identify user and employee training requirements and deliver training on relevant
information technology aspects.
Compile and distribute reports and make recommendations for service
improvement.
Effectively manage a team, their resources, development and overall performance

Here's what we are looking for in candidates for this job
Relevant Degree or Diploma
IT CCIE or ITIL Certification preferred
Exeprience
At least 12 – 14 years’ work experience
At least 10 years’ experience in a relevant field