Business unit, Department, Reporting
Business Unit | Operate |
Department | Managed Services Cloud |
Job grade/level | M6 |
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 & Capabilities
Service Level Agreement (SLA) Management
Risk Management
Stakeholder management
Problem and Issue Management
ITIL Processes and management
Core Behavioural Competencies
Job Match
Analysing
Relating and Networking
Working with people
Presenting and Communicating information
Following instructions & procedures
Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer Science
OR Grade 12 (NQF4) and 5 years’ experience
Additional Education -Preferred /Advantage
Experience
3 years’ Service Delivery in an IT environment
OR
5 year’s Service Delivery in an IT environment
Certifications
ITIL Foundation (Preferred)
Cobit Foundation (Preferred)
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Span of Control | Manager |
Level of Engagement | Interact with similar levels at client and various stakeholders within BCX |
Special Requirements / Employment Condition
Valid Drivers license
Ability to work extended /long hours as and when required
Workplace / Physical Requirements
Revenue Generating
Full-time Office Based position.
Billable