Service Operations Manager
2 weeks ago
We are seeking a highly skilled and experienced Service Operations Manager to lead and manage our Tier 1 support team within the Incident Response Centre (IRC). The successful candidate will be responsible for overseeing the delivery of services, providing support for IT Service desk offerings and solutions, and ensuring effective and efficient customer services are delivered according to agreed contracts and SLA management activities.
Key Responsibilities- Perform business analysis and investigations to identify business solutions and improve work processes.
- Manage customer accounts, monitor customer satisfaction, and proactively identify opportunities to maximise customer satisfaction.
- Apply technical knowledge to assist clients in defining their requirements and developing proposals for documentation work.
- Take responsibility for operational service delivery, including handling exceptional events, quality and level of service, workload scheduling, and utilisation according to documented service level agreements.
- Prepare management reports and ensure that significant failures to meet target are brought to the attention of superiors.
- Produce reliable cost, effort, and risk estimates and project plans, and document these and the conclusions reached to provide the technical content of sales proposals.
- Ensure that all requests from users for assistance are handled promptly and effectively, and assist users to make effective use of the facilities available to them.
- Manage the team to optimise productivity and utilisation.
- 3 years' experience in ICT call centre and related infrastructure services, of which 2 to 3 years is at a management/supervisory level.
- NQF 6: 3 year Degree/Diploma/National Diploma in Business or Information Technology, or NQF 4: Grade 12.
- Valid driver's license and ability to travel locally.
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.
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