Snr Manager: Service Integration Management
2 weeks ago
Structure, Grade & Reporting Job Grade / Level M4 Business Unit Cloud Platform Solutions Department Services Management (SIM) Position reports to: Service Integration Manager Span of Control: 0
Core Description
To oversee and direct the management of infrastructure services to ensure synergy between contractual obligations and the service delivered to the customer. Key Deliverables / Primary Functions
Contribute towards the Service Management strategy and define the SIM service strategy for the customer to ensure the successful implementation of the strategy to achieve business objectives.
Oversee service management in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
Lead the resolution of escalated incidents and monitor post-resolution follow-ups to ensure issues have been adequately addressed.
Contribute to the development of service schedules and manage the maintenance of service level agreements (SLA’s) and operational level agreements (OLA’s).
Develop and manage the implementation of processes and procedures to deliver on 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. Provide detailed guidance to project teams on all service management issues.
Manage the identification and mitigation of operational risk within their customer.
Manage the annual budget and forecasts within financial guidelines for the specific customer, directing and coordinating activities to achieve revenue and cost containment targets.
Collaborate and facilitate optimum engagement between and within BCX Divisions and establish and enhance relationships and network with strategic partners, customers and vendors in support of market dominance. Functional Skills
Project Management
Budget Management
Risk Management
Contract Management
SLA & OLA Management
IT Processes & Procedures Behavioural Competencies 4. Communication and Impact (Observed throughout the interview process) 5. Decision Making 2. Meeting the customer expectations 1. Developing and implementing strategy 3. People -Team Leadership Qualifications Relevant Degree (NQF7) in IT/Business/Commerce OR NQF 4 (Grade 12) Experience
4 years’ experience in service management of large accounts, within a large and highly complex organisation.
Alternatively, 5+ years’ experience in service management of large accounts. Certifications / Professional Registration Applicable industry certification is required Special Requirements/ Employment Condition Valid Drivers license Ability to cope under pressure Willing to work extended hours Work Characteristics Billable Office Based position
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