Service Manager

3 weeks ago


Pretoria, Gauteng, South Africa Pink Elephant Full time

Main Responsibilities:

  • Timeous compiling and distribution of reports for client engagement
  • Ensuring that the incident management process is adhered to by technicians.
  • The ability to efficiently monitor Service Level Agreements from all stakeholders.
  • The ability to maintain customer relationships and ensuring repeat customers by upselling products and services.
  • The ability to ensure that all sign offs are obtained from clients.
  • The ability to draft proposals from start to finish with mínimal supervision from management.
  • Displaying extensive working knowledge of industry standards and practices, including product details and company services.
  • Demonstrates the ability to improve current service desk methods to increase productivity and client service.
  • The ability to ensure that client concerns and complaints are resolved professionally & timeously.
  • The ability to transfer skill and knowledge.
  • The ability to conduct information sharing sessions.
  • The ability to hold subordinates accountable of their actions impacting the workplace.
  • The ability to coach and mentor subordinates.
  • The ability to design, document and implement processes and procedures for accountable areas.
  • The ability to monitor department issues and client complaints to define patterns and work to lessen those recurring issues.
  • Ensuring that administrative activities are efficiently and effectively implemented i.e. Tenders depository etc.
  • Timeous compiling of BCM proposals with mínimal supervision.
  • The ability to maintain and establish BCM processes and practices for clients which are current and align with industry standards and practices.
  • Subject matter expert for business continuity management for clients and organisation
  • The ability to organise policy, standards, and guidelines regarding BCP.
  • The ability to lead processes that support BCM requirements as part of the enterprise operational risk framework.
  • The ability to develop and implement an effective ICT Strategy.
  • Has a thorough knowledge of service delivery activities and product knowledge to enable the development of processes.
  • The number of new business processes developed and implemented.
  • The ability to conduct themselves professionally with colleagues.
  • The ability to conduct self professionally when dealing with clients.

Skills/Experience Required:

  • Must have minimum of 5 years' experience in IT services management for the public sector.
  • Must be target driven.
  • Strong Service Management and project management experience.
  • Must have good coordination and task planning skills
  • Must be familiar with government internal processes (e.g., PFMA)
  • Strong problemsolving skills.
  • Must have account management and stakeholder management skills.

Required Qualifications:

  • NQF level 6 or higher qualification is Information technology
  • ITIL ITSM Foundation Certification
  • ITIL ITSM / Practitioner Intermediary Certification

Application Question(s):

  • Do you have a ITIL ITSM Foundation Certification?
  • Do you have a ITIL ITSM / Practitioner Intermediary Certification?
  • Do you have strong Service Management and Project Management experience?

Education:

  • Diploma (preferred)

Experience:

  • IT
Service Management: 5 years (preferred)

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