Specialist: Service Integration Management

Business unit, Department, Reporting Business Unit Operate Department Service Integration Management (SIM) Job grade/level S5
Core Description
The Specialist in Service Integration Management is responsible for overseeing the delivery of services to high and medium touch customers, ensuring high quality, efficiency, and customer satisfaction. This role involves collaborating with internal teams, managing service contracts, and implementing processes to optimize service delivery & service integration ensuring services are being seamlessly delivered to dedicated clients. They oversee a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. A service integration specialist plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.
Requirement to be based in Cape Town to deliver services to Cape Town based clients - requirement to attend to customer site. Key Deliverables / Primary Functions transition, operation, and improvement. Ensure that services meet established service level agreements (SLAs) and key performance indicators (KPIs). Build and maintain strong relationships with clients or customers to understand their needs, expectations, and preferences. Act as the main point of contact for service-related inquiries, escalations, and feedback. Collaborate with internal teams to design service offerings that align with client requirements and business objectives. Define service levels and service delivery processes to ensure clarity and consistency. Oversee service contracts and agreements with clients, ensuring compliance with terms and conditions. Negotiate contract terms, scope changes, and service level adjustments as needed. Monitor contract performance and address any discrepancies or issues. Monitor the performance and effectiveness of service delivery processes, utilizing metrics, reports, and feedback mechanisms. Identify areas for improvement and implement initiatives to enhance service quality and efficiency. Take ownership of critical incidents and ensure effective communication through the process. Coordinate the resolution of service incidents and problems, working closely with technical teams and stakeholders to minimize impact on service delivery. Implement preventive measures and corrective actions to address recurring issues. Drive continuous improvement initiatives to enhance service delivery processes, tools, and capabilities. Solicit feedback from clients, analyse performance data, and benchmark against industry best practices to identify opportunities for optimization. Collaborate with cross-functional teams, including sales, operations, IT, and support, to ensure alignment of service delivery activities with organizational goals and objectives. Foster a culture of collaboration, accountability, and customer focus. Core Functional Skills & Capabilities Project Management Service Management Contract Management Communication Microsoft Office Core Behavioural Competencies Job Match Deciding & Initiating Action Persuading and Influencing Presenting and Communicating information Planning & Organising Coping with pressures & setbacks Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Engineering or Commerce OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience
5 Years experience in a similar role within Service Integration Management
Or
7 Years experience in a similar role within Service Integration Management. Certifications ITIL 3 or 4 will be advantageous Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Required to be available 24/7 Workplace / Physical Requirements Hybrid Remote Worker Non-Billable Revenue Generating Client Roaming