Manager: Itoc

Business unit, Department, Reporting Business Unit CPS Department Service Management - CFC Position reports to Senior Manager Job grade/level M5
Core Description
Responsible for Positioning and support for IT Service desk offerings and solutions in accordance with business processing requirements and operational and service level agreements and to ensure effective and efficient Customer Services are delivered according to the agreed contracts with clients by performing planning, people and SLA management activities on an operational level aligned with policies, processes and guidelines. Key Deliverables / Primary Functions
- Drive implementation, monitoring and reporting on the execution of the allocated Service Desk Teams
- Manage delivery on Service Desk operational objectives SLAs and KPIs related to the allocated team
- Align with the wider Support environment to drive efficiencies on a process level
- Evaluate operational efficiencies, trends, work instructions and leverage on best practices for continuous improvement
- Perform the customer liaison function related to client’s meetings and reviews, escalations and service improvement plans to maintain client relations related to allocated area of responsibility
- Prepare and present of monthly SLA and volume reports used for monthly customer meetings
- Ensure continued high levels of customer satisfaction
- Enforce the optimal use of tool sets, Service Desk standards and client specific processes
- Manage and motivate staff to ensure optimal performance against agreed targets
- Identify skills development requirements, create opportunity for growth and execution there-of
- Identify, escalate and implement activities to mitigate operational risks
- Provide operational information required for decision making on contract disputes/ changes and renewals
- Facilitate existing and prospective client visits to the Service Desk environment
- Effectively manage compliments and complaints through corrective action including coaching, counselling, disciplinary hearing and monitoring
- Manage and ensure accuracy of the assets used by related Service Desk and infrastructure (display boards)
- Contribute towards the development of the operational roadmap to ensure the successful implementation of the strategy to achieve business objectives.
- Manage the administration and maintenance of Service desk clients 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 identification and mitigation of operational risk with the IT Service Desk.
- Collaborate between and within BCX Divisions and establish and enhance relationships and network with partners, customers and vendors in support of market dominance.
- Provide input into and track against the annual budget and forecasts within defined guidelines, directing and coordinating activities to achieve revenue and cost containment targets.

Core Functional Skills & Knowledge Customer Management Risk Management Service Level Agreement (SLA) Management Contract Management Infrastructure Technology Core Behavioural Competencies Job Match Leading and supervising Delivering Results & Meeting customer expectations Coping with pressures & setbacks Planning & Organising Culture Match Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
5 years’ experience in ICT call centre and related infrastructure services, of which 2 to 3 years is at a management / supervisory level.
Or
7 years’ experience in ICT call centre and related infrastructure services, of which 3 to 4 years is at a management / supervisory level, with relevant IT Certification Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control 7 Direct; 4 Indirect Level of Engagement Engagement will all levels within the organisation, internal and external to the business.
Special Requirements / Employment Condition Valid Drivers license Required to travel locally Workplace / Physical Requirements Full-time Office Based position. Non-Billable Client Roaming