Customer Services Manager

8 hours ago

Pretoria, Gauteng, South Africa South African Reserve Bank Full time

Brief description 

The main purpose of this position is to serve as the primary point of contact for the business regarding existing services, ensuring that all agreed-upon services are delivered according to requirements and that business end-user expectations and client satisfaction levels are met.

Detailed description 

The successful candidate will be responsible for the following key performance areas:

  • Ensure that all business end-user requirements for information technology (IT) services are documented through service standards.
  • sure 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) by monitoring operational activities within contracts to determine and resolve areas of non-delivery.
  • Participate and guide IT demand planning by compiling and managing 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.
  • Actively develop and enhance relationships with key stakeholders, 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).
  • Stay informed about ICT trends and demonstrate a 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.

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