Technical Services Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Sabio Group Full time

Technical Services ManagerDepartment:
Support

Employment Type:
Full Time

Location:
Johannesburg

Reporting To:
Head of SA Managed Services and Support

DescriptionSabio is a Global company and the leading independent UK Contact Centre solution supplier.

We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.

Sabio provides expertise and solutions that our customers' need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. At Sabio we love what we do.

We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build.

We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and 'can-do' attitude, which remains at the centre of everything we do.

Sabio are currently looking for a passionate and enthusiastic Technical Services Manager to join our team.

The purpose of the role is to support the Technical Services Management (TSM) function in the facilitation, delivery, and governance of several core processes across our clients CX/UX environments.

Within the TSM role, transition management is a vital step in the service lifecycle between Design and Operations and ensures that policies and procedures are in place to protect the live operational environment.

A key part of this role will be helping to manage, plan and coordinate the service through the service transition process.

The successful candidate would be managed in region however workload and tasks will be dotted line managed by the Head of Technical Service Management.

The person must maintain the required level of skill and accreditation to provide the required service and look ahead so that they are able to provide this across future services and technologies.

Where possible the Technical Services Manager will aim to service clients using their preferred/local language (currently we can provide English, Spanish & French) during local business hours with English being the main language out of hours.

Whilst the Technical Services Manager will have their own deliverables it is key they also operate within a matrix of management across Managed Services so that other operational managers can achieve their individual deliverables and Sabio Operations achieves our combined goals.


Key ResponsibilitiesDrive the adoption of TSM processes in regionTeamwork across multiple functional areas within Managed Services and Professional ServicesManagement of the change function within region providing local support and driving widescale adoption of the process across the region.

Management of the service transition function within region providing support helping to manage change and ensure that any modifications or transitions into the live operational environment whether that is affecting new, modified, or retiring services meet the expectations of the business and our customers.

Management of the service transition function within region for the onboarding of new clients and services, and also client exitOwn and drive CAB attendance for the region.

Own and manage Major Incidents during office hours across the lifecycle.
Ensure communications around Major incidents are executed as appropriate both internally and externally, following defined processes.
Own and publish Major Incident Reports and ensure they are published within an agreed OLA. Own communications around Problem Management internally and externally.

Provide input into the continued lifecycle improvement of the current transition processes and ongoing maintenance of all transition processes and procedures to ensure that they will work together with all needs of the business.

Provide reporting to the Technical Services Manager on Major Incident MIProvide reporting to the Technical Services Manager on Change MI.Provide support to colleagues around Info Sec requests.

Provide expertise as part of Continual Service Improvement initiatives set by the Head of Technical Service ManagementProvide support on tasks and other reasonable requests set by the Head of Technical Service Management out of region where there is a potential impact across the Managed Service teamProvide support on tasks and other reasonable requests in relation to the Quality Management System (QMS) governance project with the ongoing delivery and governance of existing processes as well as net new business requirements aligned to QMS.Provide governance for planning and overseeing the transfer of key information necessary for the support, operation and acceptance of solutions deployed into production.

Provide governance for the transfer of all operations readiness documentation including support documentation, checklists, and handover documentationProvide governance to ensure Service Transition is planned and executed to schedule, budget and scope.

Build transition plans for all transition activities as they arise.
Coordinate installations and decommissions of CI items and help to maintain an accurate CMDB through change management processes.

Work with the project management and professional services teams on establishing end to end project plans that include transition and acceptance into live criteria.

Contribute to business cases, new projects, acquisition activity and new applications or services to provide feedback and be the voice of Technical Service Management.

May be requested to join a 24 x 7 on call rota with coverage being required from Friday to Friday.

Skills Knowledge and ExpertiseExperience in cloud infrastructure and supporting customer telephony environments would be advantageous.
Experience in working in a ITIL support models.
Experience of Dev Ops or Agile based support models.

Capability to drive results on a wide range of KPI's and develop team members to achieve their full potentialAbility to work autonomously to progress and achieve core role responsibilitiesAbility to support others with common sense decision making whilst thinking of the bigger picture and re-enforcing established processesExcellent customer service and communications skillsProven track record in driving and implementing successful continuous improvement initiativesStrong influencing skills to re-enforce behaviours and to achieve results out with immediate sphere of influenceITIL V4 foundation certification or very good working knowledge of ITIL processesHands-on experience of using and administering Service Management ApplicationsExcellent interpersonal skillsDecision MakingProvide governance that all new services have a full support service and end to end support structure in placeAct as a gatekeeper between internal and external parties to ensure an effective transfer of information to Support Operations.

Knowledge of Contact Centre technologies (on premise, cloud, hosted)Knowledge of multiple project management processes (waterfall, agile etc)Knowledge of cloud technology and infrastructure design Technologies:

Contact Centre Solutions to include but not limited to Avaya, Genesys, Twilio, Amazon, Salesforce. SIP Telephony

Certifications:
ITIL v4 Foundation


BenefitsThis is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.


Benefits may include:
Remote/Flexible work
Private health
18 or 23 depending on seniority days paid holiday a year- (this includes three Sabio days)
LinkedIn Learning
Connectivity Allowance

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