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Ops Spec: Service Delivery Management

1 month ago

East London, South Africa BCXP Full time

Business unit, Department, Reporting Business Unit Cloud Platform Solutions Department Digital Workspace Management (DWM) Job grade S6
Core Description
Responsible for managing and controlling the resources required to deliver the contracted services to clients, by being fully aware of the status of all services provided to the client, as well as to initiate interaction with the client for scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes. Key Deliverables / Primary Functions
Business Analysis and Business Growth Responsible for investigative work to seek effective business solutions and, organises their implementation through improvements in information systems, data management, processes/procedures, organisation and equipment. Enable & support Business needs by sourcing data from Data Warehouse, IT Teams, operational and other BI environments Perform deep-dive analytics Develop and implement statistical models Support service Delivery with deep-dive customer analytics Translate business requirements into analytics & insight generating Models Effective management of Client device health and compliance matrix’s
Service Level Monitoring Highlighting incident, process and customer request and coordination with technical team to ensure that quality services are delivered to the agreed SLA. Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request). Responsible for identifying the need for corrective actions. Highlight trends in Incidents and requests logged Trending analysis on SLA achievements Analysis on technician efficiency Compliance reporting and trending for all DWM clients Core Functional Skills & Knowledge Power BI Microsoft Office IT Terminology Core Behavioural Competencies Job Match Analysing Coping with pressures & setbacks Deciding & Initiating Action Presenting and Communicating information Working with people Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
3 years’ experience
OR
5 years’ experience if Grade 12 Certifications ITIL 3 or 4 will be advantageous Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control 0 Level of Engagement Engagement will all levels within the organisation, internal and external to the business.
Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both required Required to travel locally Workplace / Physical Requirements Hybrid Remote Worker Non-Billable