A.6 Operational Manager (Ops Mgr)

A.6 Operational Manager (Ops Mgr)


A relevant BS degree preferred. As an alternative, candidates with previous experience in IT may also qualify. The quality of the experience as demonstrated by achievement may compensate for lack of formal education.


Generally two years of satisfactory work experience in related area and approximately 10 “14 years of job experience to date, which includes exposure to relevant commercial, administrative, or industrial work environments. Experience must have included a position of responsibility that provided insight into service delivery from both a user and provider viewpoint.


  • Demonstrates a good understanding of the organization's policy framework, technical environment, management structures, and procedures for service delivery.

  • Demonstrates ability in the responsible management of service delivery and excellent communication and negotiation skills.

Performance Expectations

  • Manages teams of staff to deliver the quantity and quality of services delivered according to written level of service agreements between users and suppliers for a defined organizational unit.

  • Defines the mapping of services to users to establish the structure of service level agreements for the organization, ensures that a catalogue of all available services is created and maintained .

  • Determines service level requirements for each area subject to an agreement using specialist planners and experts where necessary.

  • For each service level agreement: negotiates cost-effective service levels such as quantity (hours, times, throughput, consumable) and quality (availability, reliability, performance, capacity for growth, user support, contingency, security) and obtains signatures to the service level agreements.

  • Monitors service levels achieved, ensures records are maintained and analyzed , initiates actions, and issues reports on achievement to users, providers, and management.

  • Periodically reviews all service level agreements to ensure continued meeting of targets in a cost-effective manner and to balance overall user requirements with current and planned services.

  • When service is provided by external suppliers: negotiates contracts to provide service levels required, establishes problem resolution procedures and defines the consequences of non-compliance.

  • Customer Interface

    • Provide level of service management

    • Management of level of service agreements

    • Tracking of LOS

    • Execution of LOS

    • Reporting of LOS

    • Conduct service level reviews

    • Conduct customer satisfaction survey

    • Maintain a service improvement plan

    • Maintain a service publication

    • Provides cost management

    • Maintain chargeback model

    • Ensure new transfer agreements are in place

    • Renew yearly transfer agreements

    • Ensure revenue is received from customers

    • Cost reporting to customer and management

  • Procure Hardware

    • Assist customer on procurement of hardware

    • Verify hardware compatibility with current environment

    • Procure necessary equipment for data center operations

  • Manage Facilities

    • Design and oversee the implementation of security measures on network devices to protect data center systems from unauthorized access

    • Perform ongoing security audits to ensure that data center security is maintained at proper levels

    • Monitor security-related information sources for timely warnings of possible security holes

    • Respond to any suspected security-related problem

    • Disaster recovery planning

    • Computer room space planning

    • Ensure adequate power, light, and air conditioning

  • Manages own time effectively to respond to user requests in a timely fashion and provide users with agreed levels of service.

  • Demonstrates excellent oral and written communication skills with users/customers, colleagues, and immediate management.

Training and Development

  • Maintains knowledge of all relevant aspects of IS and expands areas of specialty knowledge (e.g., quality management, availability management, capacity planning, contingency planning, facilities management).

  • Seeks knowledge of all software and hardware products and services that may affect future strategy or policies.

  • Obtains management and financial training in order to establish a good understanding of the context within which investment recommendations are made.

  • Increases knowledge of IT and its uses within the organization.

  • Increases professional knowledge and awareness by reading and participating in technical activities outside of immediate employment.

  • Successfully completes trial experiences that involve those skills of higher competency required at the next level of advancement.

IT Services Costs, Metrics, Benchmarking and Marketing
IT Services: Costs, Metrics, Benchmarking and Marketing (paperback) (Enterprise Computing Series)
ISBN: 0132621959
EAN: 2147483647
Year: 2000
Pages: 93

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