Head of Service Centre

1 week ago


Johannesburg, South Africa Pink Elephant Full time

JOB TITLE - HEAD OF SERVICE CENTRE

Reporting to the Managing Director and assuming an important, managerial and strategic role within the wider management team, the Head of Service Centre is responsible for the company’s local and offshore Managed
Services operation.

This key individual must be technically minded with an exceptional customer focus, have an ability to develop go to market strategies across people and technology elements that offer innovative, proactive solutions to our current and future customer base.

Supporting the sales team in the solution architecting of managed services offerings, presentation of these solutions. This role takes accountability for the development, presentation, execution and ongoing improvement of this key strategic business unit.

SPECIFIC AREAS OF RESPONSIBILITY INCLUDE:
1. Managed Service Desk
- Managing and improving the Pink Elephant Service Center relating to operational performance of service desks deployed at customer premises as well as those delivered out of the 24*7*365 Pink Elephant Service

Centre to agreed customer SLA’s.
- Streamlining of current environment and all processes, procedures, work instructions and reporting related to the Service Centre.
- Delegate, Implement & document Service Desk processes that allow the desk staff to be more efficient and knowledgeable when dealing with customers.
- Development and execution of innovative solution sets via People, Process & Technology that forms part of the strategic go to market and future of the best practice desk.
- Mentoring and coaching of the Head of Service Delivery, Service Desk Managers and Team Leaders in achieving best practice based services for multiple local and offshore desks.
- Leading and managing the Service Centre to ensure team performance levels meet customer needs consistently.
- Drive successful transition of new Service Desks into live operations.
- Leverage off the Head of Professional services and key role players in a consultative manner to continually optimise the desk to achieve specific accreditation status.
- Identify, escalate and implement activities to mitigate operational risks.
- Work closely with all Heads of divisions to drive growth within the business.

2. Technology
- Work with the Head of Technology in support of the current technology stable incorporating Servicely AI,

Cherwell/Ivanti Service Management, Freshworks, SpecOps and Beyond Trust software solutions.
- Work with the Head of Technology on their go to market and any other new technology complimentary to a best of breed service desk.
- Incorporate the technology stack into a comprehensive customer Managed Service Desk offering.

WORKING MODEL:
Pink Elephant has adopted a hybrid working model with offices based in Sandton, Johannesburg. Scheduled in offices days are required on a weekly basis. Work from home requires, stabile internet connectivity and redundancy to cater for loadshedding schedules.

KEY ATTRIBUTES:

- Previous service delivery / service centre experience in large IT environments
- Strategic and solutions focused
- Passionate about customer service and continuous improvement
- Technical mindset and understanding of wide-ranging technical platforms
- Solid people leadership, motivation and management track record with high-level resource management understanding.
- ITIL® certification is advantageous

WORK EXPERIENCE:
Service Desk Operational management 5 -7 years with experience in: o Business strategy implementation o Telephony management o Service Desk process management and improvement o People management and development practices o Knowledge management o Quality Management o Internal and external client liaison

ACKNOWLEDGEMENT:
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.

NOTE:
**Job Types**: Full-time, Permanent

**Experience**:

- Service Desk Operational Management: 7 years (required)



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