Job Description

Business unit, Department, ReportingBusiness Unit DPS Solutions
Department Health and retail
Job grade S6Core DescriptionResponsible for managing and controlling 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 FunctionsBusiness Analysis and Business Growth

• Responsible for investigative work to seek effective business solutions and, organises their implementation through improvements in information systems, data management, processes/procedures, organisation and equipment.
• Enable & support Business needs by sourcing data from Data Warehouse, IT Teams, operational and other BI environments
• Perform deep-dive analytics
• Develop and implement statistical models
• Support service Delivery with deep-dive customer analytics
• Translate business requirements into analytics & insight generating
• Models
• Effective management of Client device health and compliance matrix's

Service Level Monitoring

• Highlighting incident, process and customer request and coordination with technical team to ensure that quality services are delivered to the agreed SLA.
• Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request).
• Responsible for identifying the need for corrective actions.
• Highlight trends in Incidents and requests logged
• Trending analysis on SLA achievements
• Analysis on technician efficiency
• Compliance reporting and trending for all DWM clients

Core Functional Skills & CapabilitiesPower BIMicrosoft OfficeIT TerminologyCore Behavioural CompetenciesJob MatchAnalysingCoping with pressures & setbacksDeciding & Initiating ActionPresenting and Communicating informationWorking with peopleMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National DiplomaOR NQF 4: Grade 12Additional Education -Preferred /AdvantageExperience3 years' experienceOR5 years' experience if Grade 12CertificationsITIL 3 or 4 will be advantageousProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpan of Control 0
Level of Engagement Engagement will all levels within the organisation, internal and external to the business.Special Requirements / Employment ConditionDrivers Licence and Reliable Vehicle - both requiredRequired to travel locallyWorkplace / Physical RequirementsHybrid Remote WorkerNon-Billable

Business Connexion