Develop and manage the project resources within the area
Identify areas where value can be added / exploited further, areas where value is being destroyed and areas where value is latent, and act accordingly
Ensure that all customer solutions are implemented, upgraded or downgraded as per client requirements and expectations
Manage all stakeholders to ensure that orders are transferred into revenue timeously (i.e. that solution is in place)
Manage installation environment to ensure timeous ordering, changing and cancellation of all client services (3rd parties and connectivity)
Provide a broad framework to ensure resources are obtained, used and coordinated in a way that allows the company to achieve its mission
Oversee interface with Sales environment to ensure that solutions are implementable.
Compile weekly report to Senior manager outlining outstanding revenue and core issues preventing service delivery
Work closely with other internal teams in order to ensure that product is broken down into processes that can be managed in terms of installation (service, implement and support).
Resource and capacity management of the project team
Prioritization of customer projects based on agreed criteria with Sales
Oversee solution change management process in order to anticipate and manage service delivery impact on all customers resulting from changes to a customer solution
Manage delivery to customers against SLAs
Conduct regular customer meetings in order to establish customer relationships and ascertain client needs
Liaise with the various customers on their products and services support requirements
Resolve complaints and escalate queries with regards.
Provide input on request from other functional areas.
Align service delivery to changing environment
Understand customer needs and develop and fine-tune systems accordingly
Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures
Put contingency plans in place to prevent delays and enhance the customer experience
Adopt a proactive approach to prevent problems from arising in the future
Drive continuous improvement as an important element of service delivery
Quality Management and Improvement
Ensure compliance to rules and procedures Input systems and sound practices in order to comply with best practices, legislation or other regulations / guidelines
Establish and maintain quality standards that will enhance the customer experience and cost efficiency
Work consistently according to standard operating procedures
Understand the quality standards of the job and the reason for these standards, and communicate these reasons to others
Understand and communicate the consequences of not maintaining quality focus
Identify processes and procedures where the quality of work may be improved
Seek feedback from clients / stakeholders and continuously seek ways of improving on quality and customer service standards
Ensure all operational plans by management for department are implemented within agreed deadlines
Information sharing and reporting
Report accordingly on the performance of the department and outstanding contentious audit issues
Recommend additional information that may be included in monthly and quarterly reports.
Consolidate key information and translate this into meaningful intelligence for submission to Senior Management.
Review and provide input to Business Solutions policies & procedures, making recommendations as necessary.
Prepare ad hoc reports on request
Keep abreast of technical updates relating to statutory and IT industry issues and ensure compliance.
Ensure timeous installation process to minimize cost to business
Develop and drive the execution of agreed projects
Drive the implementation, tracking, monitoring and compliance of Projects
Contract management in line with Procurement Policies
Co-ordinate project reporting
Ensure effective implementation of the integrated project management model
Perform Business Analysis SA Business Analysis in line with the methodology and guidelines
Identify ways to fine tune policies, processes and systems in line with changing work practices
Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
Identify and implement innovative ways to use minimum resources to achieve maximum outputs