Snr Manager: Service Desk

2 weeks ago

Centurion, South Africa BCXP Full time

Business unit, Department, Reporting Business Unit Cloud Platform Solutions Department Customer First Centre Reports to Executive: Customer First Centre Job Grade/Leve; M4
Core Description
Provide leadership and management to the Customer First Centre capabilities, aligning service delivery with contractual obligations, driving service excellence and customer satisfaction through quality service desk activity that achieve BCX strategic goals and objectives and continuously driving efficiencies through standardisation and automation of processes. Key Deliverables / Primary Functions
- Contribute towards the overall Service Management strategy and define and execute an aligned Service Desk strategy to achieve business objectives.
- Develop and execute tactical and operational plans that optimise appropriate support level resources to achieve and exceed customer service level agreements, relevant service catalogues and contractual obligations, collaborating with a range of BCX stakeholders to align relevant goals and objectives.
- Responsible for all aspects of achieving relevant targets to achieve BCX revenue and EBITDA objectives,
- Identify, monitor and analyse relevant service desk key performance indicators, collaborating with stakeholders to report on progress and provide solutions to performance outside agreed parameters.
- Operate within the annual budget, forecast and financial guidelines, directing and coordinating activities to achieve revenue and cost containment targets.
- Drive the maintenance and development of tool sets in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
- Coach, lead, motivate, inspire and develop employees, in alignment with the BCX DNA, demonstrating a high level of engagement and talent retention within a culture of performance excellence, innovation and transformation.
- Lead with purpose by ensuring that all teams understand the overall vision, direction, delivery process and responsibilities for their teams and the department as a whole, within the context of the larger organisation.
- Review customer requirements and contractual agreements, designing relevant reporting formats and procedures for the compilation, dissemination and utilisation of information to support decision making.
- Develop robust business relationships with external stakeholders, acting as the escalation point and providing reports on service performance identifying and implementing solutions to performance outside agreed parameters.

Core Functional Skills & Knowledge Inspiring Leadership Continuous Improvement Service and System Integration Service Management Core Behavioural Competencies Job Match Culture Match Leading and supervising Working with people Analysing Presenting and Communicating information Delivering Results & Meeting customer expectations Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Technology NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience
7 years experience in contact centres of which 3 years at management level
OR
12 years experience in contact centres of which at least 3 at management level Certifications ITIL Foundation Professional Memberships in Relevant Industry Level of Engagement & Span of Control Level of Engagement

**Internal**: Executive, Senior Manager, Specialist External: Customer Senior Manager Span of Control

**Direct**: 3 Indirect: 60
Special Requirements / Employment Condition Ability to work staggered hours, shifts, overtime and respond to call-outs Ability to work extended /long hours as and when required Workplace / Physical Requirements Full-time Office Based position. Non-Billable

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