Ops Spec: Service Delivery

1 month ago

Centurion, South Africa BCXP Full time

**Ops Spec**: Service Delivery Business Unit Operate Department Service Delivery - (Kennedy) Job grade S6
Core Description
The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring service performance, handling service requests, and coordinating with various teams to ensure timely resolution of issues. Ensure healthy client relationships, acting as the bridge between the client and our operational delivery teams. Ensure the highest level of operational and service excellence. Offer remote service management support to customers and the virtual team. Key Deliverables / Primary Functions Monitor the performance and availability of services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Utilize performance-based dashboards to track service health and identify potential issues. Ensure that customer orders (non-complex IMACDs and solutions) are timeously fulfilled. Serve as a central point of contact for service-related inquiries, incidents, and requests. Categorize and prioritize with the appropriate teams for resolution. Provide timely updates to stakeholders on the status of tickets, provide reporting on service level compliancy. Facilitate the resolution of service disruptions and incidents by following established incident management processes. Coordinate with technical teams to diagnose and address underlying issues, ensuring mínimal impact on service delivery. Once a call is escalated by the customer, the SM need to track this until resolved with the service providers of which Openserve is by far the biggest. Assist in the management of changes to services and systems by evaluating proposed changes, assessing potential impacts, and coordinating implementation activities. Ensure changes are properly documented and communicated to relevant stakeholders. Identify opportunities for service improvement based on analysis of service performance data, customer feedback, and industry best practices. Collaborate with teams to implement process enhancements and service optimizations. Maintain accurate documentation of service configurations, procedures, and processes. Generate reports on service performance, incident trends, and key metrics to support decision-making and continuous improvement efforts. Communicate effectively with internal teams, external vendors, and customers to provide updates on service status, incident resolution, and upcoming changes. Act as a liaison between all stakeholders. Core Functional Skills & Capabilities Time management Microsoft Office Interpersonal skills Contract Management Communication Core Behavioural Competencies Coping with pressures & setbacks Delivering Results & Meeting customer expectations Presenting and Communicating information Achieving personal work goals & objectives Planning & Organising Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Engineering or Commerce OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
3 Years experience in a similar role within Service Delivery Management.
Or
With 5 Years experience in a similar role within Service Delivery Management. Certifications ITIL 3 or 4 will be advantageous Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Engagement will all levels within the organisation, internal and external to the business. Special Requirements / Employment Condition Required to be available 24/7 Workplace / Physical Requirements Hybrid Remote Worker
"BCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity."

  • Ops Spec: Service Delivery

    2 weeks ago

    Centurion, South Africa BCXP Full time

    **Ops Spec**: Service Delivery (Temp) Business Unit Operate Department Service Delivery Job grade S6 Core Description The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring...

  • Ops Spec: Service Delivery

    2 weeks ago

    Centurion, South Africa BCXP Full time

    Ops Spec: Service Delivery (Temp)Business UnitOperateDepartmentService DeliveryJob gradeS6 Core DescriptionThe Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring service...

  • Ops Spec: Service Delivery

    1 month ago

    Centurion, South Africa BCXP Full time

    **Ops Spec**: Service Delivery Business Unit Operate Department Service Delivery - Wayne Job grade S6 Core Description The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring...

  • Ops Spec: Service Delivery

    9 hours ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, ReportingBusiness UnitOperateDepartmentService DeliveryJob gradeS6 Core DescriptionThe Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring service...

  • Ops Spec: Service Management

    1 month ago

    Centurion, South Africa BCXP Full time

    **Ops Spec**: Service Delivery Business Unit Operate Department Service Delivery - Philip Job grade S6 Core Description The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring...

  • Ops Spec: Service Management

    1 month ago

    Centurion, South Africa BCXP Full time

    **Ops Spec**: Service Delivery Business Unit Operate Department Service Delivery - Gary Job grade S6 Core Description The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring...

  • Ops Spec: Service Delivery Management

    6 months ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit Solutions Department Health & Retail Solutions 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...

  • Spec: Service Delivery

    5 months ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit CPS Department CPS SM Service Integration Management Reports To Senior Manager: Service Delivery Management Grade S5 Core Description Responsible for co-coordinating the delivery of services into key clients. Ensure long-term healthy client relationships, acting as the bridge between the client and our...

  • Spec: Service Delivery

    6 months ago

    Centurion, South Africa BCXP Full time

    Business Unit, Department, Reporting Job grade/level S5 Business Unit Converged Communications Department Commercial Service Delivery Position reports to Senior Manager: Service Delivery Management Span of Control 0-4 Level of Engagement Interacting with the relevant stakeholders within BCX as well as external. Core Description Responsible for...

  • Spec: Service Delivery

    6 months ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit CPS Department CPS SM Service Integration Management Reports To Senior Manager: Service Delivery Management Grade S5 Core Description Responsible for co-coordinating the delivery of services into key clients. Ensure long-term healthy client relationships, acting as the bridge between the client and our...

  • Ops Spec: Data Insights and Process Automation

    1 month ago

    Centurion, South Africa BCXP Full time

    **Ops Specialist**: Data Insights and Process Automation Business Unit Operate Department Business Performance Job grade/level S6 Reports To Snr Specialist: Pricing & Profitability Core Description The Ops Specialist for Data Insights and Process Automation is responsible for supporting the effective operational management and deployment of data-driven...

  • Ops Manager: Service Delivery

    1 month ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit Operate Department Managed Services Cloud Job grade/level M6 Core Description Responsible for managing the Call Centre SLA in accordance with standard processes and procedures, manage problems and identification of SIP’s and CSI’s, P1 and P2 incidents and escalations and proactively identifying and...

  • Ops Spec: Sales Support

    6 months ago

    Centurion, South Africa BCXP Full time

    Business Unit, Department, Reporting Job grade/level S6 Business Unit CSO Department Commercial Position reports to Ops Managaer: Sales Support Span of Control 5 - 10 Core Description Handles non-selling processes and tasks inherent in the sales process to ensure that customer requirements and expectations are met. Provides assistance to the Sales teams to...

  • Ops Spec: Proposal Centre

    6 months ago

    Centurion, South Africa BCXP Full time

    Business Unit, Department, Reporting Job grade/level S6 Business Unit CSO Department Commercial Position reports to Ops Specialist: Proposal Centre (Lead) Span of Control N/A Level of Engagement Interacts with various stakeholders within BCX, both on manageament and operational levels Core Description To partner with the sales force to co-ordinate, manage...

  • Spec: Projects

    5 months ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit Converged Communication Department Technology Services Reports to Snr Spec: Software Development Grade/Level S5 Core Description To manage the day-to-day running and delivery of projects with BCX customers within the specified and agreed upon scope, timeframe, budget and quality requirements Key Deliverables...

  • Spec: Projects

    6 months ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, Reporting Business Unit Operations Department Technology Services Reports to Snr Spec: Software Development Grade/Level S5 Core Description To manage a team of developers responsible for building code for projects. The day-to-day running and Software Delivery of projects with BCX or External customers within the specified and...

  • Ops Spec: Payroll

    2 weeks ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, ReportingBusiness UnitHuman ResourcesDepartmentHR OperationsReports ToSenior Manager: Payroll GradeS6Core DescriptionTo execute and manage the accurate and timely implementation of the end-to-end Payroll process within BCX and ensure adherence and compliance to established BCX Payroll standards, processes, and procedures. Key...

  • Ops Spec: Database Administrator

    6 months ago

    Centurion, South Africa BCXP Full time

    We are looking for a Microsoft SQL Server DBA with 4/5 years minimum experience to join our team. As a SQL Server DBA, you will be responsible for/but not limited to implementing, configuration, maintenance, and performance optimisation of critical Microsoft SQL Server RDBMS systems. Structure, Grade & Reporting Job grade/level S6 Business Unit Digital...

  • Ops Spec: Service Mngt Capacity Planning

    2 weeks ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, ReportingBusiness unit: BCXDepartment: PM & QualityReporting: Specialist: IT Frameworks ManagementCore DescriptionTo create and implement IT change management strategies and plans to support service level agreements with customers. To develop, establish, and maintain the IT Change Management process according to the ITIL...

  • Ops Spec: Database Administrator

    6 months ago

    Centurion, South Africa BCXP Full time

    Business unit, Department, ReportingBusiness UnitCloud Platform SolutionsDepartmentEISPosition reports toManager DMBSJob gradeS6 Core DescriptionTo provide a stable and secure production database environment which performs in alignment with predefined standards and is recoverable in case of hardware failure or disaster situations.  To provide technical...