Managing Exec: Service Management

2 weeks ago

Centurion, South Africa BCXP Full time

Business unit, Department, Reporting Business Unit Could Platform Solutions Department Service Management Job grade M3
Core Description
To provide leadership and strategic management of Service Management capabilities. This includes oversight of delivery of customer contracted services in accordance with agreed scope and in line with contracted service levels, service integration management, PMO & quality, specialised sales and the alignment of customer contracted services to ITIL and Global Best Practices in support of delivering customer service excellence. To identify new opportunities and oversee the execution of projects Key Deliverables / Primary Functions
Develop the Service Management strategy, accounting for current and future market forces and movements and in alignment with the overall Enterprise Cloud & Infrastructure Solutions strategy. Determine product sets and define the go-to-market strategy in support of Group strategic drivers.
Work with internal development and product management and with customers to collaboratively develop and drive the strategy for BCX cloud services.
Lead the running and maintenance of solutions in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
Manage the development and implementation of processes and procedures to maintain or recover the delivery of systems and services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to customer.
Manage and/or oversee multiple, large-scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements.
Possesses extensive working knowledge of industry standards and practices, including product details and company services offered.
Develop and evolve implementation methodologies for standard and transformational programmes.
Develop new business and operating models that take advantage of new domains, functional, technology and information assets within the software area.
Develops working knowledge of industry regulations, restrictions, and laws, and ensures services adheres to all regulations.
Evaluate service delivery quality and take corrective action with the relevant BU executives.
Manage the identification and mitigation of strategic risk within Service Management.
Develop and manage the annual budget and forecasts within strategic guidelines, directing and coordinating activities to achieve revenue and cost containment targets.
Promote and facilitate optimum engagement between BCX Divisions and establish and enhance relationships and network with strategic partners, customers and vendors to create market dominance.
Work proactively to build and maintain a highly engaged team staffed with top talent. Hires, retains, develops and engages top level talent that inspires the trust and confidence of our clients and in turn becomes the reason why clients want to work with BCX.
Foster a culture of performance excellence, employee engagement and transformation Core Functional Skills & Knowledge Infrastructure Management Financial Management Project Management Risk Management Service Management Core Behavioural Competencies Job Match Analysing Delivering Results & Meeting customer expectations Leading and supervising Formulating Strategies & Concepts Minimum Qualifications NQF 7: 3 year Bachelors Degree OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
8 years experience in Infrastructure Solutions / Managed Services within a large and highly complex organisation, of which 5 years is at an executive level. Incumbent must have proven business acumen with experience in C-suite stakeholder engagement.
OR
Grade 12 & 10 years’ experience of which at least 3 years om senior management level in Infrastructure Solutions / Managed Services within a large and highly complex organisation, of which 5 years is at an executive level. Incumbent must have proven business acumen with experience in C-suite stakeholder engagement. Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Interact with similar levels, Chiefs and various stakeholders within and outside BCX Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both required Workplace / Physical Requirements Client Roaming Hybrid Remote Worker Non-Billable

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