Job Description

Business unit, Department, Reporting Business Unit Operate Department Managed Services Cloud Job grade/level M6

Core Description

Manages and controls the resources required to deliver the contracted services to clients by being fully aware of the status of all services provided to the client, as well as to initiate interaction with the client for scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes. Key Deliverables / Primary Functions

Seek effective business solutions and organises their implementation through improvements in information systems, data management, processes/procedures, organisation and equipment.

Translating customer requirements into working instructions for Delivery

Managing customer ICT related contract and SLA renewals

Managing incident, process and customer request and coordination with technical team to ensure that quality services are delivered about the agreed SLA.

Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request)

Liaises regularly with service providers and users to review and improve performance against SL.

Planning, managing and overseeing DWM projects implementation to ensure on time delivery.

Management of Office ICT Infrastructure at the main BCX Office and Disaster Recovery site

Establishes and maintains operational methods, procedures, and facilities in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency.

Building and maintaining customer relations and satisfaction, through frequent visits, communication and timed feedback.

Managing relations with the service providers and the SLA's that may affect the quality of ICT service we deliver to our customers.

Analyzing risks and keeping the risk register updated.

Build and maintain flight plans to ensure effective service delivery and growth.

Producing and sharing with the technical team the service improvement plans.

HR management of the team Core Functional Skills & Capabilities Microsoft Office Hardware Troubleshooting Analytical and Problem Solving Customer Relationship Management (CRM) Mobile Support Core Behavioural Competencies Job Match Leading and supervising Analysing Presenting and Communicating information Applying expertise & Technology Delivering Results & Meeting customer expectations Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or relevant certification OR Grade 12 (NQF4) and 5 years' experience Additional Education -Preferred /Advantage Experience

3+ years' experience in DWM Services and Operations

Or

5+ years' experience in DWM Services and Operations

Specific and relevant Customer Experience will be advantageous. Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control 28 Level of Engagement

Interact directly with internal & external clients

Special Requirements / Employment Condition Ability to work extended /long hours as and when required Drivers Licence and Reliable Vehicle - both required Workplace / Physical Requirements Revenue Generating Full-time Office Based position. Billable

BCX is an equal opportunity employer, and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity.