Job Description

Within the Maslow 2 Contract Nedbank is responsible for all MSI (Multi Service Integrator) deliverables - The purpose of this job would be to co-ordinate multiple suppliers delivering services and being measured on agreed SLA's. This will be related to services in SA and Africa. Candidate will be required to manage the delivery of any of the services as specified in the Maslow Contract. Candidate will monitor service delivery on Service Now to ensure delivery of incidents and service requests are within agreed SLA's. SLA measurements and Service Credit calculation audits - ensuring that suppliers deliver on all requirements as specified in the Maslow 2 contract. The main purpose is to make sure the suppliers deliver on all contractual requirements and measure these daily. Focus on client satisfaction with solid technical background, combined with customer service experience. Problem solving attitude with an ability to motivate a team to achieve specific goals.

Job Responsibilities

• Daily tracking of supplier service delivery as per contract
• Knowing the contract in detail to ensure delivery is aligned
• Ensure customer service is timely and accurate on a daily basis
• Tracking monthly reporting - analysis and making decisions to improve on service delivery
• Financial and SLA tracking - Monitoring delivery
• Managing the services end to end and ensuring delivery
• Achieve client satisfaction objectives in support of strengthened business IT collaboration.
• Build sound professional relationships by understanding and consistently meeting client needs in support of improved delivery capabilities.
• Build sounds relationships with team, manager, peers.
• Deliver results in support of increased delivery capacity. Support increased delivery capacity.
• Ensure proper financing of the function. Manage and control budget for cost centre. Provide a flexible, low cost IT operating platform.
• Ensure self and team improve efficiency and productivity month on month in line with departmental strategic plans.
• Ensure transformational targets are met. Contribute to team effectiveness by participating in the recruitment and selection of senior staff.
• Contribute to a culture of transformation by participating in Nedbank culture building initiatives, business strategy, and CSI. Stay abreast of developments in field of expertise, ensuring personal and professional growth. Understand and embrace the Nedbank vision and values, leading by example.
• Ensure issues raised in culture survey are addressed and results are improved.
• Deliver a world class service by ensuring a client centric culture.
• Achieve operational excellence and support the implementation of business optimisation improvement.
• Add value to the business by encouraging team to generate innovative ideas and by sharing knowledge. Improve team efficiency and effectiveness year on year.
• Achieve business performance targets within required risk and compliance parameters.
• Support improved delivery capacity and capabilities.
• Ensure the effective and efficient implementation and operation of area in support of standardised delivery processes.
• Improve service delivery in support of strengthened business IT collaboration.
• Meet all agreed risk and compliance targets.

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

Preferred Qualification

• Cisco qualification - advantageous
• Tertiary Diploma/Degree - advantageous
• DBA and Scripting, SQL/MySQL/Python/PHP/Python - advantageous
• Data Base Knowledge - advantageous

Type of Exposure

• Achieved Financial and Business Results
• Built a high performance culture
• Client and Relationship Results
• Developed and Implemented Communications Strategy
• Improved processes and culture
• Managed Transformation & Innovation
• Managed Management and Process Results
• Managed Relationships
• Managed Self and Team
• Managed budget
• Managed stakeholder relationships

Minimum Experience Level

• 2 years leadership and team building experience. (indirect and direct reports)
• Strong understanding of the networking fundamentals with an emphasis on layer 2-7 of the OSI Model. (5-10 years)
• Excellent communication interpersonal team building and presentation skills.
• Problem solving essentials/advanced.

Technical / Professional Knowledge

• Asset management
• IT Assets management processes
• Data Warehousing
• Information Technology (IT) Architecture

Behavioural Competencies

• Aligning Performance for Success
• Earning Trust
• Customer Focus
• Building talent
• Facilitating Change
• Influencing
• Driving for Results
• Planning and Organizing

Please contact the Nedbank Recruiting Team at +27 860 555 566

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