Manager: Service Support

3 weeks ago

Centurion, South Africa BCXP Full time

Business unit, Department, Reporting
Business Unit
CPS
Department
Customer First Centre (CFC)
Reports To

**Snr Manager**: Monitoring & Surveillance
Grade
M5 Core Description
To manage the monitoring and management of solutions from a costing and billing perspective, in alignment with customer requirements i.e. Bronze, Silver, Gold, Platinum Solutions. To manage the licensing of tools in accordance with the proposed solutions. Key Deliverables / Primary Functions
Contribute towards the development of the operational roadmap for Monitoring CoE to ensure the successful implementation of the strategy to achieve business objectives.
Manage solutions proposed in bids in accordance with customer requirements i.e. billing and recovery
Manage the licensing of tools in line with deployed solutions.
Manage capacity on existing tools in line with consumption.
Manage the resolution of client queries in accordance with service level agreements
Keep abreast of market trends to lead innovation within the industry.
Collaborate between and within BCX Divisions and establish and enhance relationships and network with partners, customers and vendors in support of market dominance.
Monitor the annual budget and forecasts within defined guidelines, directing and coordinating activities to achieve revenue and cost containment targets.
Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformation. Core Functional Skills & Knowledge Incident Management Service Management Customer Management Finance and Budget Management Core Behavioural Competencies Culture Match Job Match Deciding & Initiating Action Analysing Working with people Planning & Organising Writing and Reporting Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce or Science OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
5 years’ experience in infrastructure solutions, of which 2 to 3 years is at a supervisory level
Or
If the highest qualification is grade 12,7 years’ experience in infrastructure solutions, of which 2 to 3 years is at a supervisory level Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Span of Control
1
Level of Engagement
Internal & external Clients Special Requirements / Employment Condition Workplace / Physical Requirements Full-time Office Based position. Billable

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