Ops Spec: Service Delivery Management

7 days ago

Pretoria, South Africa BCXP Full time

Structure, Grade & Reporting Job grade S6 Business Unit Digital Platform Solutions Department Retail Solutions Position reports to Manager: Service Delivery Span of Control 0
Core Description
To manage and control 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 initiate interaction with the client for scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes Key Deliverables / Primary Functions
- Maintain relationships with clients and monitor satisfaction
- Comply with SLA’s
- Contract Management
- Service delivery planning and control
- Service Delivery Management
- Implementation (run) of agreed new client initiatives
- Emerging Technology Monitoring
- Technical Authority
- User Support
- Human Resource Management
- Financial Management

Functional Skills
Business Acumen
Conflict Management
Contract Management
Customer Relationship Management (CRM)
Financial Acumen
ICT Management Frameworks
ICT IT Technologies
Management & Leadership
Time Management Behavioural Competencies 1. Job Match Rating 2. Delivering Results 3. Meeting customer expectations 4. Decision Making 5. Handling Pressure 6. Communication and Impact Qualifications NQF 4: Grade 12 NQF 5: 1-2 year Certificate/ Diploma Experience
5 - 7 years in an Infrastructure Services environment/ At least 10 years total IT experience of which at least 2-3 years should have been in management/ team leading roles Certifications / Professional Registration Certification in ITIL Service Management and Service Delivery modules Special Requirements/ Employment Condition Required to travel locally and/or internationally Work Characteristics WFA /Office Based

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