Service Manager Ii
2 weeks ago
**Requisition Details & Talent Acquisition Contact**
- REQ 121178 - Keabetswe Modise**Job Family**
- Information Technology
**Career Stream**
- It Operations
**Job Purpose**
- To effectively define, design deploy services and practises in the organisation and align business needs with the delivery of IT Services.**Responsibilities**:
- Spans across all activities (UX, Service and supporting processes) of service design and ensures their
- effectiveness and efficiency, managing, governing, and co-ordinating the delivery of services.
- Perform design or redesign of services to improve operational efficiency.
- Analyze, implement, and update services so as to ensure I&O strategy is enabled.
- Analyze the effectiveness of services in order to develop strategies to improve workflow effectiveness.
- Determine critical root cause analysis to drive strategic change to improve the current services offered.
- Equip the team on new service design improvements.
- Provide technical and analytical support on various I&O strategies.
- Manage and lead I&O colleagues to co-create designs to achieve squad objectives.
- Manage multiple projects or initiatives at one time.
- Design and integration of new services into ITSM processes (ranging from monitoring, event
- management, incident and problem management, access management, helpdesk, CMDB)
- Integrate services into technical, SLA, Financial Management and service catalogue requirements with a
- customer mindset
- Implementation of new services end to end (with a service provider and customer mindset)
- Business readiness and process change management of new services
- Monitoring and supporting new implementation
- Understanding industry best practices
- Implementation of capabilities (e.g. demand management, DevOps, portfolio management, customer
- moments of truth).
- Create and rapidly iterate service prototypes
- Engage the whole multidisciplinary team with the design process
- Essential Qualifications - NQF Level- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
**Minimum Experience Level**
- 5-10 years customer service experience of which at least 4 years within the IT industry
**Type of Exposure**
- Well versed in Agile, BizDevOps, Design Thinking methodologies
- Business Analysis
- Process Engineering/Re-engineering
- Project Management
**Skills**
- Design
- Analyst
- Analytical
- Organisational and people skills
- Resilient
- Coordination
- Communication
- Tenacious
- Challenge the norm and conventional thinking
- Thought leadership
- Facilitation
- Collaboration
- Relationship management
- Conflict management
- Persuasion
- Negotiation
- Stakeholder management
**Technical / Professional Knowledge**
- Administrative procedures and systems
- Business writing
- Data analysis
- Microsoft Office
- Principles of financial management
- Principles of project management
- Relevant regulatory knowledge
**Behavioural Competencies**
- Applied Learning
- Customer Focus
- Building Trusting Relationships
- High-Impact Communication
- Planning and Organizing
- Sales Negotiation
- **_Please contact the Nedbank Recruiting Team at
+27 860 555 566
_
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