Specialist: Service Management

Recruitment Associate Cell C / Psychometrist (Independent Practice) At Cell C, we are not just a telecommunications company; we are a people‑centric and consumer‑focused organization committed to delivering exceptional experiences to our customers. In line with our dedication to customer‑centricity, we are seeking a seasoned professional Specialist: Service Management to join our dynamic team of #Unstoppables. Purpose of the Job To coordinate and support a comprehensive first line support response for IT service requests, incident handling and problem resolution processes to maintain technical operations across the business. Main Responsibilities Service Management Provide continuous support to the various business units and internal customers, whilst coordinating customer queries and escalations as assigned. Execute standard operating procedures and work instructions, ensuring adherence to all relevant processes, procedures and policies. Service Request and Incident Management Understand and respond to the business environment and assess the potential impact of incidents on users, clients and the business. Log all service requests and incident/problem tickets, ensuring a thorough understanding and interpretation of details provided by the end‑user before proceeding. Provide support services to end‑users by resolving first‑line issues, ensuring requests and incidents/problems are resolved and services restored within agreed timeframes. Liaise with relevant departments, vendors and business partners to resolve requests and incidents, escalating unresolved issues to second‑level support within stipulated timeframes and managing escalated issues according to Service Level Agreement (SLA) timelines. Monitor and track the status of service requests and incidents/problems, managing progress, enhancing documentation, enforcing security policies, providing technical support and training, assisting end‑users with Service Request Catalogue items and contributing to the knowledge management database. Contribute towards the maintenance of knowledge management databases by maintaining their functionality and escalating any unresolved issues. Operations Coordinate and communicate all service requests and incidents/problems by actively prioritising service requests and concerns to minimise downtime and impact on business operations. Communicate major incidents to both internal and external customers and coordinate the required responses to mitigate extended downtimes or impacts to the business. Facilitate coordination among multiple teams for effective resolution, escalating issues within the support organisation as necessary. Participate in the 24/7 shift/availability and standby roster scheme to address business needs and service anomalies, ensuring effective implementation of the shift handover procedure. Vendor and Supplier Management Cultivate strong relationships with vendors, guiding them to perform functional roles efficiently within the agreed scope. Offer performance feedback to vendors and drive continuous improvements. Act as the initial point of escalation for management, addressing breaches or non‑delivery of agreed SLAs with vendors. Reporting, Data and Documentation Provide all required reports related to Service Management to internal and external users upon request by consolidating all information and extracting it from the respective systems. Process Delivery Deliver on operational objectives and escalate unresolved delivery and quality issues to ensure continued quality and service improvement. Identify and deliver operational solutions that lead to improved service delivery and quality. Report on transactional and process activities within set guidelines to provide timely information for decision‑making. Plan and schedule own activities to continuously improve quality and service delivery in area of specialisation. Finance / Budget Management Adhere to organisational policies and procedures to ensure effectiveness of costs. People Management Utilise knowledge to provide advice and operational support where required to contribute to a productive work climate. Customer Uphold a culture of customer centricity, which builds positive relationships and provides opportunity for feedback and exceptional service. Qualifications NQF 6 / Diploma in Information Technology or related field. Experience Experience in Telecommunications, CRM Systems, Customer Service and Relationship Management or in a related field. Special Requirements Knowledge of telecommunication mobile networks infrastructure and mobile service offerings. Sound incident management experience. Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic. Seniority level Associate Employment type Full‑time Job function Information Technology Industry Telecommunications #J-18808-Ljbffr