Would you like to join a forward-thinking technical service provider? With over 15 years' experience in the industry they have grown year on year, constantly evolving and refining their service offerings.
Until 2008 their core business was that of technical design and Voice consultancy in the high-end PABX space. They have since branched into Voice Termination, Connectivity and ISP, complete End to End (E2E) solutions.
This company is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success.
They have a great job opportunity for a Service Manager to join their team in JohannesburgEducation & Qualification : - At least 3 years' experience in the IT / Telecoms industry-
At least 2 years' experience as a Services manager- Have strong customer service orientation, good interpersonal skills-
Project management certificate an advantage- A pseudo - technical background is ideal but not essentialMust have technical understanding and experience with below productsConnectivity Fibre / Wireless ME / SAIX / ADSL / LTE VoIP / Data / Video Carrier Services Linux Network Servers / Data Hardware EquipmentISP Cloud ServicesKey Performance Areas : Be able to handle technicians end2endStrong Administrative skillsCoordinate and manage the incident and problem management process with external vendors as per agreed SLAsAssigning tasks to technicians throughout each work day that are based on SLAs, technician availability, and the technician's skills.
Escalate risks and issues to the senior management within the technology functionSupport incident and problem management reporting (customer SLAs)Driving service management best-
practice and processImplementing consistent end-to-end applicationIdentifying and planning for incident and problem managementResponsible for the complete process adherence and handling of incidents and problems according to SLAsResponsible for acting as an escalation point to expedite incident and problem resolutionDefining and managing service level agreements with customers.
Managing external service providers.Reviewing both tactical and longer-term metrics for their team and handling performance that is outside of the definedPlease submit your CV online.
We receive numerous applications, but only those that QUALIFY as per the above list of requirements will be considered.Should you not hear from me, please assume that your CV has been received and reviewed, though has not been shortlisted on this specific occasion.