Manager: Service Delivery
Business Connexion
Centurion, ZA 0157
5d ago

Job Description

To manage and control the resources required to deliver the contracted services to internal clients by being fully aware of the status of all services provided to the client as well as initiate interaction with the client for scheduled reporting, proactive incident, problem and change management, alerting / reporting and service status changes.

CONTEXT

Know and ensure ITIL Compliance

Conduct service monitoring - customer and business-focused

Intimately understand the Service Offering, Service Catalogue and Client Agreements

Know the BCX way of work and how it applies to the Client

Be aware of changes in the service model and know when to apply them to the Incident area

Understand and comply with Client and BCX governance and standards

Be aware of new developments in information technology and apply then to the Incident area

Understand reporting complexities in order to compile analysis and reports on performance / non performance

CIS Operational Support

BCX Internal Business Areas

Financial Management

Client Relations and Satisfaction

Service Providers

Service Delivery, Planning and Control

Service Delivery Management

System Management

Human Resource Management

EDUCATION

Grade 12, NQF Level 4 plus relevant diploma or degree, NQF Level 5 / 6

Certification in ITIL Service Management and Service Delivery modules

ICT International Certifications in Back Office and / or Networking (such as CCNA / E, MCSA / E)

EXPERIENCE

No less than 10 years total ICT experience of which at least :

7 have been in a corporate technical ICT services and support environment AND

2 years have been in a service delivery and management capacity

Motor vehicle

It is the employees responsibility to Effectively Manage Telephonic Communication by :

Ensuring that a professional, personalised message is recorded on their cell phone and landline Ensuring that the message facility is activated when unavailable to take calls

Regularly checking for new messages

Timeously responding to all messages in order to ensure excellent customer service

Knowledge and Skills : Business Acumen

Business Acumen

Conflict Management Skills

Managerial Skills

Time And Priority Management

Understands BCX's Way Of Work

Core Competencies : Analytical Thinking

Conceptualisation

Customer Excellence Orientation

Negotiation

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