Service Manager

2 weeks ago

Pretoria, South Africa Pink Elephant Full time

Main Responsibilities:

- Timeous compiling and distribution of reports for client engagement
- Ensuring that the incident management process is adhered to by technicians.
- The ability to efficiently monitor Service Level Agreements from all stakeholders.
- The ability to maintain customer relationships and ensuring repeat customers by upselling products and services.
- The ability to ensure that all sign offs are obtained from clients.
- The ability to draft proposals from start to finish with mínimal supervision from management.
- Displaying extensive working knowledge of industry standards and practices, including product details and company services.
- Demonstrates the ability to improve current service desk methods to increase productivity and client service.
- The ability to ensure that client concerns and complaints are resolved professionally & timeously.
- The ability to transfer skill and knowledge.
- The ability to conduct information sharing sessions.
- The ability to hold subordinates accountable of their actions impacting the workplace.
- The ability to coach and mentor subordinates.
- The ability to design, document and implement processes and procedures for accountable areas.
- The ability to monitor department issues and client complaints to define patterns and work to lessen those recurring issues.
- Ensuring that administrative activities are efficiently and effectively implemented i.e. Tenders depository etc.
- Timeous compiling of BCM proposals with mínimal supervision.
- The ability to maintain and establish BCM processes and practices for clients which are current and align with industry standards and practices.
- Subject matter expert for business continuity management for clients and organisation
- The ability to organise policy, standards, and guidelines regarding BCP.
- The ability to lead processes that support BCM requirements as part of the enterprise operational risk framework.
- The ability to develop and implement an effective ICT Strategy.
- Has a thorough knowledge of service delivery activities and product knowledge to enable the development of processes.
- The number of new business processes developed and implemented.
- The ability to conduct themselves professionally with colleagues.
- The ability to conduct self professionally when dealing with clients.

Skills/Experience Required:

- Must have minimum of 5 years’ experience in IT services management for the public sector.
- Must be target driven.
- Strong Service Management and project management experience.
- Must have good coordination and task planning skills
- Must be familiar with government internal processes (e.g., PFMA)
- Strong problem-solving skills.
- Must have account management and stakeholder management skills.

Required Qualifications:

- NQF level 6 or higher qualification is Information technology
- ITIL ITSM Foundation Certification
- ITIL ITSM / Practitioner Intermediary Certification

Application Question(s):

- Do you have a ITIL ITSM Foundation Certification?
- Do you have a ITIL ITSM / Practitioner Intermediary Certification?
- Do you have strong Service Management and Project Management experience?

**Education**:

- Diploma (preferred)

**Experience**:

- IT Service Management: 5 years (preferred)

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