Job Description

Business unit, Department, ReportingBusiness Unit Operate
Department Managed Services Cloud
Job grade/level M6Core DescriptionManages 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 & CapabilitiesMicrosoft OfficeHardware TroubleshootingAnalytical and Problem SolvingCustomer Relationship Management (CRM)Mobile SupportCore Behavioural CompetenciesJob MatchLeading and supervisingAnalysingPresenting and Communicating informationApplying expertise & TechnologyDelivering Results & Meeting customer expectationsMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or relevant certificationOR Grade 12 (NQF4) and 5 years' experienceAdditional Education -Preferred /AdvantageExperience3+ years' experience in DWM Services and OperationsOr5+ years' experience in DWM Services and OperationsSpecific and relevant Customer Experience will be advantageous.CertificationsProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpan of Control 28
Level of EngagementInteract directly with internal & external clientsSpecial Requirements / Employment ConditionAbility to work extended /long hours as and when requiredDrivers Licence and Reliable Vehicle - both requiredWorkplace / Physical RequirementsRevenue GeneratingFull-time Office Based position.BillableBCX 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.

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