Ops Specialist: Service Management (Retail)
Business Connexion (Pty) Ltd
7d ago

Job Description

Primary Purpose of the Role

Responsible to manage all processes to provide world class Service Delivery Management support to all supported customers in order to defend and grow Telkom's presence in the market as an ICT partner of choice.

Consult with internal and external customers to provide Telkom BCX with a strategic advantage over its competitors. Audit existing customer networks, present and implement service improvements to meet our customer's needs, improve the integrity of the customer's network and fulfil all contractual obligations.

Purpose of the Role Primary


Financial (Satisfied Stakeholders)

Customers (Satisfied Customers)

  • Ensure delivery of world-class Service Delivery Management support to all supported customers
  • Drive prompt resolution of customer issues and ensure high levels of customer satisfaction
  • Operational (Agile, Effective and Seamless Organisation)

    Managed Maintenance of Customer Network

  • Ensure incidents have been reported
  • Obtain relevant information of reported incidents
  • Follow-up on progress made with service repairs
  • Monitor progress and Escalate incidents when necessary
  • Inform customer, and / or virtual team of progress made with service repair
  • Determine whether incident has been repaired
  • Determine if a Service Improvement Plan is required and implement
  • Compile an Incident Report and / or request RCA reports
  • Managed Project Implementation

  • Determine scope of the project (Initiate)
  • Compile project plan (Planning)
  • Identify risks and compile contingency plan
  • Negotiate resources
  • Track and facilitate procurement process (Execute)
  • Initiate and manage the implementation of the project (Control)
  • Track progress and initiate contingency plans when necessary
  • Provide progress report
  • Approve, implement and manage scope changes
  • Facilitate and / or track testing and accepting of infrastructure
  • Facilitate and / or track service activation
  • Provide and / or facilitate customer training
  • Confirm billing has been initiated
  • Finalize and archive project file (Close)
  • Report back on lessons learned
  • Audited Customers Network

  • Obtain account / network information
  • Perform record comparisons
  • Perform physical / soft verification of discrepancies
  • Identify discrepancies
  • Identify and inform the relevant role-players
  • Update record systems, and initiate actions to address discrepancies
  • Obtain sign-offs
  • Managed Communication

  • Facilitate internal / external meetings with role-players
  • Provide regular reports and feedback to role-players
  • Facilitate training and information sharing with role-players
  • Conduct professional verbal / written / electronic communication
  • Presentations
  • SLA Management Operations

  • Receive, understand contract and SLA model
  • Analyse SLA model per contract
  • Identify SLA requirements and implement deliverables
  • Monitor & escalate SLA delivery, compliance and governance
  • Initiate correct measures to address non-compliance
  • Reporting & Feedback to role-players
  • Monthly SLA performance sign-off
  • Facilitated Service Delivery

  • Receive customer order
  • Analyse request
  • Monitor and Escalate Delivery
  • Initiate and facilitate change and configuration management
  • Feedback and reporting to role-players
  • Confirm completion and obtain sign-off
  • Initiate Billing
  • Implement Continuous Service Improvement Plans

  • Identify and analyse repeat incident / requirement
  • Initiate SIP (Service Improvement Plan)
  • Facilitate / Escalate implementation of initiatives / SIP
  • Monitor progress against plan
  • Feedback and reporting to role payers
  • People

  • Contribute to a culture of teamwork through collaboration, interaction and regular communication with relevant stakeholders within the team and Telkom Business Connexion
  • Education

  • Relevant graduate degree in the IT / Commerce and / or relevant work experience
  • Competencies

  • Driving for Results
  • Coordinating Project Activities
  • Interacting with People at Different Levels
  • Acting with Integrity
  • Driving Continuous Improvement
  • Communicating Effectively
  • Supporting Organizational Goals
  • Working with Ambiguity
  • Managing Performance
  • Apply
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