Technical Services Manager

7 months ago

Cape Town, South Africa Sabio Group Full time

Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions.
- Sabio provides expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration. At Sabio we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality. We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.-
**Key Responsibilities**:

- Drive the adoption of TSM processes in region
- Teamwork across multiple functional areas within Managed Services and Professional Services
- Management of the change function within region providing local support and driving widescale adoption of the process across the region.
- Management of the service transition function within region providing support helping to manage change and ensure that any modifications or transitions into the live operational environment whether that is affecting new, modified, or retiring services meet the expectations of the business and our customers.
- Management of the service transition function within region for the onboarding of new clients and services, and also client exit
- Own and drive CAB attendance for the region.
- Own and manage Major Incidents during office hours across the lifecycle.
- Ensure communications around Major incidents are executed as appropriate both internally and externally, following defined processes.
- Own and publish Major Incident Reports and ensure they are published within an agreed OLA.
- Own communications around Problem Management internally and externally.
- Provide input into the continued lifecycle improvement of the current transition processes and ongoing maintenance of all transition processes and procedures to ensure that they will work together with all needs of the business.
- Provide reporting to the Technical Services Manager on Major Incident MI
- Provide reporting to the Technical Services Manager on Change MI.
- Provide support to colleagues around Info Sec requests.
- Provide expertise as part of Continual Service Improvement initiatives set by the Head of Technical Service Management
- Provide support on tasks and other reasonable requests set by the Head of Technical Service Management out of region where there is a potential impact across the Managed Service team
- Provide support on tasks and other reasonable requests in relation to the Quality Management System (QMS) governance project with the ongoing delivery and governance of existing processes as well as net new business requirements aligned to QMS.
- Provide governance for planning and overseeing the transfer of key information necessary for the support, operation and acceptance of solutions deployed into production.
- Provide governance for the transfer of all operations readiness documentation including support documentation, checklists, and handover documentation
- Provide governance to ensure Service Transition is planned and executed to schedule, budget and scope.
- Build transition plans for all transition activities as they arise.
- Coordinate installations and decommissions of CI items and help to maintain an accurate CMDB through change management processes.
- Work with the project management and professional services teams on establishing end to end project plans that include transition and acceptance into live criteria.
- May be requested to join a 24 x 7 on call rota with coverage being required from Friday to Friday.

**Skills Knowledge and Expertise**:

- Experience in cloud infrastructure and supporting customer telephony environments would be advantageous.
- Experience in working in a ITIL support models.
- Experience of Dev Ops or Agile based support models.
- Capability to drive results on a wide range of KPI’s and develop team members to achieve their full potential
- Ability to work autonomously to progress and achieve core role responsibilities
- Ability to support others with common sense decision making whilst thinking of the bigger picture and re-enforcing established processes
- Excellent customer service and communications skills
- Proven track record in driving and implementing successful continuous improvement initiatives
- Strong influencing skills to re-enforce behaviours and to achieve results out with immediate sphere of influence
- ITIL V4 foundation certification or very good working knowledge of ITIL processes
- Hands-on experience of using and administering Service Management Appl

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