Job Description

Duties and responsibilities:
Operational support for all the companys clients:

• Remote Support.
• Onsite Support.
• Project Management.
• Client installations.

Remote Support:

• Identify client incidents/fault trends.
• Ensure fault/incident categories and subcategories are correct.
• Manage the team to meet expected KPIs.
• Ensure the team identifies problem sites and implement long term fixes.
• Work with client IT teams to evaluate regional client reviews to ensure proactive incident management at client sites.
• Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate.
• Department profitability is maintained.

Onsite Support:

• Manage the company and 3rd Party service teams to set KPIs
• Ensure all jobs undertaken follow the required process.
• Client management and issue management
• Department profitability is maintained.

Project Management:

• The Project Director will report into this role.
• Ensure all projects are managed according to the agreed project management methodology.
• Project quote, cost management and team management to agreed KPIs is essential.
• Department profitability is maintained.

Client installation Management:

• Although the Project Managers direct the installation teams the service falls within this roles remit.
• Ensure all sign-off, processes and delivery are managed to client expectations.
• Installation Team performance is managed to agreed KPIs.
• Department profitability is maintained.

Department administration:

• Create and maintain a comprehensive list of client requirements, scope of deliverables and KPIs.
• Design and deliver continuous service improvement programs.
• Plan and implement training and development initiatives for the teams who report to you.
• Engage with clients for feedback, areas of improvement and to ensure clients are happy with the companys performance.
• Lead the team in the implementation of strategic initiatives.
• Continually measure, analyse, and improve teams delivery capabilities.
• Ensure maximum client network uptime.
• Responsible for resource planning and work allocation to meet agreed service levels and KPIs.
• Attend off site meetings with customers.
• Carry out internal audits of policies and procedures

Requirements:

• Matric
• 2 years experience in Information Technology Industry
• Training in networking and relevant Information Technology qualification
• Drivers Licence
• Substantial experience in coaching and mentoring teams on a daily basis
• Demonstrated experience in implementation of continual service improvement in previous roles (through automation, process enhancements, etc)
• Demonstrated experience in organisational change management (transformational experience)
• Substantial experience in the management of people, process and technology
• Ability to solve problems
• Able to use initiative
• IT and Installation knowledge and experience
• Excellent organisational and team leadership skills
• Excellent communication skills both verbal and written
• Ability to collaborate with internal stakeholders and external clients
• Ability to understand budgets and cost management
• Strong leadership skills including effective time management, prioritisation and delegation of work
• Excellent focus on client centricity
• Highly focused on business outcomes
• Ability to guide the team through transformational objectives set out by the business
• Ability to communicate and work across different cultures and social groups
• Ability to work well in a pressurised environment
• Ability to adapt to changing circumstances
• Proven people management skills /experience
• Previous experience of stock management
• Knowledge of targets, strategies and KPIs
• Experience in decision making
• Experience in problem solving and complaints management
• IT literate

IMPORTANT NOTICE : By engaging with Talented Recruitment you hereby acknowledge that you have read and accept the following Protection of Personal Information Act (POPIA) disclaimer: I hereby consent for Talented Recruitment to process my personal information as part of the recruitment process. Talented Recruitment shall take all reasonable measures to protect the personal information of applicants and for the purpose of this disclaimer personal information shall be defined as detailed in the Protection of Personal Information Act, Act 4 of 2013 (POPIA).

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