Dedicated Service Manager
Internet Solutions
Johannesburg, South Africa
7d ago

Dedicated Service Manager

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

Internet Solutions (IS) is a Pan-African telecoms service provider to public and private sector organisations that have, or want to establish a presence on the African continent.

We have been providing innovative end-to-end telco solutions and related services for more than 20 years.

Today, IS is at the forefront of Internet Protocol-based technologies and we build solutions and services tailored to the increasingly complex demands of organisations across the enterprise, public sector, global carrier and growing small-

to-medium business sectors. We serve multiple sectors through a number of brands, including IS, Ignite, VAST, ContinuitySA, MWEB, AlwaysOn, Synaq and Antfarm.

As a wholly owned subsidiary of the Dimension Data Group and part of NTT, IS leverages its infrastructure and global footprint to support organisations with the rapid deployment of emerging technologies.

Want to be part of our team?

What we will expect you to do :

The Dedicated Service Manager acts as a custodian of relationships both internally within IS, and externally with and between customer support teams and vendors.

The Dedicated Service Manager plays a critical role in the coordination and delivery of operational support to the customer, and is seen as an extension of the client’s IT Operations team and resides on the client’s premises.

The primary function of the Dedicated Service Manager is to provide the customer with a single touchpoint into IS for escalation and operational queries.

The DSM consistently strives to improve and strengthen the customer’s perception of service quality, through dedicated support expertise, and consistent communication.

This is a hybrid role, and this mature DSM is expected to perform many key tasks from both the Service Delivery Management and Service Operations Management stables.

What you'll be doing

As a Dedicated Service Manager you will need to :

Reporting

Coordinate a Monthly Operational Summary Report which includes :

  • A network Capacity Analysis Summary
  • A review of outstanding and implemented changes and their net effect on the customer’s servicescape (Group of procured services)
  • An analysis of recurring incidents and a summary of outstanding problems and their respective resolution status
  • A summary of all escalations for the month and their associated resolution / s
  • A summary of applicable SLA metrics and performance statistics
  • Produce AD HOC Reports dealing with operational issues which could include :

  • Incident Reports
  • Root Cause Analysis (RCA) documents
  • Reason For Outage (RFO) statements
  • Operational Management

    As a Dedicated Service Manager, the following key duties are required :

    Escalations Management :

  • Run in parallel with the documented IS Escalation Process
  • Own escalations pre-, during, and post incident, ensuring regular and timely feedback is provided to the client throughout the lifecycle of the escalation
  • Coordinate and manage all technical conference calls, analysis sessions, and post incident reviews for P1 Escalations’ and between IS engineers, 3rd Party Vendor support teams and customer support teams
  • Team Liaison :

  • Act as the IS service representative to the customer on all operational issues regarding the assigned portfolio
  • Interact with and coordinate between all support teams internal within IS, and external within the customer, and bridge the divide between IS, vendor, and customer during escalations
  • Interact with IS report writers and Service Delivery Managers to fuel effective reporting and analysis
  • Functional Job Aspects :

  • Ensure that SLA’s are understood and adhered to, noting areas of improvement or concern
  • Record agenda’s and minutes of meetings regarding technical investigations throughout the escalation lifecycle
  • Focus on driving down P1 calls and expediting support to improve MTTR per incident
  • Ensure that customer and personal notification profiles are kept up to date at all times
  • Ensure that Technical Contact Lists and Vendor escalation matrices are kept up to date and disseminated appropriately amongst all relevant support structures
  • Adhere to the documented IS support and escalations process, and communicate to all stakeholders
  • Work in tandem with IS support teams and escalations managers
  • Own and manage feedback to the customer at all times
  • Champion the IS Service Experience in every engagement with the customer
  • Delivery Management

    As an Dedicated Service Manager, the following key duties are required from a service delivery perspective :

    Team Liaison :

  • Be the IS representative to the Client on all issues regarding the assigned portfolio
  • Interact with and coordinate between all teams internal within IS, and external within the client, and bridge the divide between IS, client and vendor, especially during instances of network enhancement
  • Interact with IS report Analysts to fuel effective reporting and analysis
  • Functional Job Aspects :

  • Ensure that SLA’s are understood and adhered to, noting areas of improvement or concern
  • Record agenda’s and minutes of all Client meetings
  • Focus on improving the client’s network performance, reliability and redundancy
  • Ensure that Technical Contact Lists and Vendor escalation matrices are kept up to date and disseminated appropriately amongst all relevant structures
  • Exhibit a proactive approach to network maintenance and enhancement
  • Own and manage strategic initiatives such as Risk Registers and Mitigation plans, and Continual Service Improvement plans and initiatives

    Areas of Integration and Interaction :

    Service Portfolio Management

    Assist with the compilation, management and improvement of the IS-customer service portfolio.

    Request Fulfilment, Incident, Problem and Change Management

    Manage the touchpoints between these process areas, including coordination between teams, all communication channels both internally and externally to customers.

    Act as the custodian of the customer relationship during interaction with these process areas. Compile and disseminate the required collateral per process area.

    Availability, Capacity and Demand Management

    Assist the relevant stakeholders with analysing the customer’s network demand, capacity utilization and service performance.

    Make recommendations on optimising where appropriate, based on statistical analysis and forward planning.

    Key abilities required :

  • Matric (Grade 12) Certification
  • IT related degree or Diploma from a recognised institution
  • ITIL v3 Foundation Certificate in IT Service Management
  • CCNA
  • CCNP / MCSE / VCP Advantageous
  • ITIL Intermediate Modules Advantageous
  • Experience and Skills :

  • Excellent computer skills
  • Excellent communication skills both verbal and written
  • 5 plus years’ experience in IT service operations environment, including : Knowledge of contract managementExperience in implementing best practice methodology to drive organizational effectiveness
  • Knowledge and technical aptitude for internetworking and VPN solutions, MPLS technology and network topology
  • Collaborative, open communication style
  • Excellent written and verbal communication abilities in English
  • Strong interpersonal skills
  • Team orientated
  • Autonomous, driven, focused, and hands-on
  • Analytical and pattern-aware
  • Stress tolerant
  • Conflict resolution
  • Apply
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