IT (Service Delivery)

2 weeks ago

Cape Town, South Africa IGT Solutions Full time

Role**:IT Service Delivery (Call Center Background)**

**Location: Cape Town**

Primary Competencies

Focus on the delivery of the customer’s solutions by planning, organizing, leading, and controlling. This position requires a positive, hands-on team-oriented leadership style.

Overall experience should be at least 8-10 years in the IT service industry

Acting as Lead Technical Service Delivery Manager for the organization

ITIL & ITSM certification is good to have

Keen on Continuous Service Improvements, related to IT Service Delivery

**Call center experience is a must**

At least five years or higher experience working as IT Manager

**2-3 years of supervisory or lead experience**

Knowledge and experience in Network performance, data/connectivity degradation, system events, and alerts (Telco, ISP)

Extensive knowledge of Networking Principles (LAN/WAN, OSI Layer, TCP/IP, and other networking protocols)

Experience with service ticketing/tracking systems (ServiceNow preferred)

Experience with Remote Control/Remote Assistance tools

Experience with Knowledge Management systems

Experience with Contact Center technologies ( Avaya Communications Manager, Cisco )

Provide coordination across all core team members and departments to operate effective & desired operations

Incident handling and management. Assess and diagnose escalated problems.

Preparing and implementing of day-to-day Plan of Action to run smooth IT operations.

Testing, Migration of new processes,

Ramp-Ups, Capacity Provisioning, and Troubleshooting.

Review and initiate measures for automating/streamlining internal processes.

Ensuring compliance with regulatory & IGT Security policy.

Coordinate and support operative deployment tasks.

Act as a Single Point of Contact for assigned projects to ensure all infrastructures is deployed according to the standards.

Communicate and stay in touch with the various Service Management deployment And Voice engineering teams and give support where required.

Self-coordinate activities and provide a transparent overview of performed and upcoming activities.

Provide reports, risk lists, open issues/tasks, and financial overviews where required.

Effective client Communication & provide timely Updates

Excellent verbal and written English communication is a must

Interpersonal and customer service skill is required

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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