Customer Services Manager

2 days ago

Pretoria, South Africa South African Reserve Bank Full time

The main purpose of this position is to act as the primary contact for the business for existing services to ensure that all agreed services are delivered to requirements, and that business end-user expectations and client satisfaction levels are met. Detailed Description - Ensure all business end-user requirements for information technology (IT) services are documented through service standards. - Ensure that all agreed IT services standards are met. - Monitor and report on day-to-day services delivered by the Business Solutions and Technology Department (BSTD) through monitoring operational activities within contracts in order to determine and resolve areas of non-delivery. - Participate and guide IT demand planning through the compilation and management of the information and communications technology (ICT) budget for the South African Reserve Bank (SARB) departments, ensuring that their requirements are delivered according to specification. - Act as the primary liaison between service delivery and the business for existing and agreed upon IT services. - Develop and enhance relationships with key stakeholders actively, manage their expectations and monitor satisfaction levels. - Take accountability for the implementation of operational ICT projects in partnership with the IT Project Management Office (PMO). - Keep abreast of ICT trends and demonstrate deep knowledge of the BSTD service catalogue in order to provide adequate and relevant services. - Demonstrate client departmental domain knowledge to ensure the delivery of fit-for-purpose solutions. Job Requirements - a National Diploma (NQF 6) in Information Technology; - five to eight years’ experience in an IT customer relationship and service management environment; and - experience in an IT technical environment (would be an added advantage). - Additional requirements include: - industry, business and organisational awareness knowledge and skill - continued learning and/or professional development knowledge and skill ; - quality assurance knowledge and skill ; - continuous improvement knowledge and skill ; - business continuity planning knowledge and skill ; - IT enablement planning knowledge and skill ; - service management knowledge and skill ; - business relationship management knowledge and skill ; - IT enablement reporting knowledge and skill; and - capacity and performance management knowledge and skill. How To Apply - All interested parties are invited to apply. - All the available vacancies will be visible. - Login > Is this your first visit to our Job Site? > Register today (Ensure that you include all your - qualifications and skills during the registration process.); or - Already registered on our Job Site? > Already registered? > Login here. - Select Date posted > Last 6 weeks (in the dropdown menu). - Select the appropriate IRC number to view the full advertisement. **The SARB offers remuneration and benefits commensurate with the level of the position and in line with the market. The level at which the successful applicant will be appointed will depend on his/her competence and experience. **Ms Sarah Molomo** **Senior Manager: Recruitment and Selection** **Human Resources Department Currency -ZAR -Amount of Travel -Work At Home

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