Operations Manager, Technical Service Organisation
*For World Vision internal applicants only.
*Position location to be determined by home country of successful candidate within a jurisdiction (country or US state) where WVI is registered to operate.
PURPOSE OF POSITION:
This position manages operational, budgeting, and personnel management/development responsibilities for Technical Services Organisation (TSO). It focuses on all aspects of service delivery to ensure that clients are assisted in project model execution. The position defines the service standards (tools, processes, and policies) to orchestrate the delivery of local and remote customer services, establishes measures of service quality, provides useful reporting/analysis, and facilitates prioritisation of continuous improvement efforts. The position manages demand-based system for TSO specialists. As a key member of the TSO Leadership Team, the position contributes to the overall mission, vision and values of TSO.
Strategy and Planning:
Contributes to TSO business plan development.
Documents TSO business plan.
Develops TSO business plan, service delivery portfolio etc.
Policies, Standards and Guidance:
Develops and manages business processes for TSO.
Creates SLAs between TSO and client group.
In consultation with Senior Technical Specialists, manages assignment of TSO sector specialists to clients as per SLA and TOR for specific assignments.
Develops system to manage supply/demand.
Ensures business processes are documented and communicated to key stakeholders.
Works with clients to resolve issues.
Maintains engagement quality metrics and measurements.
Maintains operations dashboard.
Oversee, implement and engage in P&C processes for TSO staff, including coordinating processes for staff selection and separation; developing and reviewing JDs and PDQs; developing, reviewing, and managing contracts and activities for external consultants; implementing new staff orientation; overseeing and processing all paperwork on all staff changes and maintenance of staff files; ensuring adherence to all WV Partnership P&C polices and processes.
Seeks, and responds to, feedback from clients.
Seeks to continuously improve TSO business processes, ensuring they are fast, simple and efficient.
Contributes to development of annual business plan quarterly operating targets.
Reports against targets.
Measures and forecasts the TSO business.
Develops financial models to support TSO operations.
Develops and adapts an optimal fees-for-services model.
Programme Quality/Evidence of Impact:
Establish clear performance for individual technical specialists, as well as the TSO as an organisation.
Publish Performance metrics.
Knowledge Management and Communications:
Work with client groups to orient them to TSO business processes.
Maintain TSO wvcentral site.
Maintains the TSO service delivery portfolio.
Develops a trusted advisor relationship with key clients and instills this competency within the TSO.
Effectively communicates and forms partnerships with employees, partners and clients to improve TSO operations, support local and global initiatives, and manage expectations.
Manages contracts with external professional services organisations, individuals and partner organisations.
KNOWLEDGE, SKILLS & ABILITIES:
Bachelors degree in business administration or a related field.
Strong IT skills including database management, website development.
Business process improvement.
The position requires ability and willingness to travel domestically and internationally up to 20% of the time.