Ops Manager: Service Delivery

4 weeks ago

Centurion, South Africa BCXP Full time
Business unit, Department, ReportingBusiness UnitOperateDepartmentManaged Services CloudJob grade/levelM6

 

Core Description

Responsible for managing the Call Centre SLA in accordance with standard processes and procedures, manage problems and identification of SIP’s and CSI’s, P1 and P2 incidents and escalations and proactively identifying and managing business risks while being the single point of contact between the customer and the organisation.

 

Key Deliverables / Primary Functions
  • Service Delivery Management and service Improvement.
  • SLA Management and Communication with Client and 3rd Parties
  • Operational Documentation, drafting policies and procedures and implementing these policies and procedures.
  • Ensure that the Service Catalogues are understood delivered and managed.
  • Manage the content, frequency and contact groups of reports from CC to stakeholders.
  • Effective Management and trending of all incidents logged.
  • Identify opportunities for Service improvements (SIPS / CSI’s) and optimisations (Decrease in Sev1 and Sev2 calls).
  • Regular feedback of progress of SIP’s.
  • RCA Reports received from resolvers for presentations at IT Forum for Trend and RCA Analysis.
  • Ensure that ITIL principles are embedded.
  • Ensure that SLA’s are clearly understood and communicated to all relevant stakeholders.
  • Support SSIM with Service Delivery on behalf of the client through the IT forum.
  • Manage Priority 1 and 2 communication to all Stakeholders.
  • Identify and Manage Joint Response for incidents requiring multiple resolvers.
  • Support SSIM and prepare weekly and Ad-hoc reports.
  • Complete Service Review presentations.
  • Conduct review of call types and categories every 3 months and update as appropriate to ensure effect reporting.
  • Conduct 6 monthly reviews of CC training material.
  • Store Project Service Delivery and team documentation in the appropriate.
Core Functional Skills & CapabilitiesService Level Agreement (SLA) ManagementRisk ManagementStakeholder managementProblem and Issue ManagementITIL Processes and managementCore Behavioural CompetenciesJob MatchAnalysingRelating and NetworkingWorking with peoplePresenting and Communicating informationFollowing instructions & proceduresMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer ScienceOR Grade 12 (NQF4) and 5 years’ experienceAdditional Education -Preferred /AdvantageExperience

3 years’ Service Delivery in an IT environment  

OR

5 year’s Service Delivery in an IT environment

CertificationsITIL Foundation (Preferred)Cobit Foundation (Preferred)Professional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpan of ControlManagerLevel of Engagement

Interact with similar levels at client and various stakeholders within BCX

 

Special Requirements / Employment ConditionValid Drivers licenseAbility to work extended /long hours as and when requiredWorkplace / Physical RequirementsRevenue GeneratingFull-time Office Based position.Billable

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