Business unit, Department, Reporting
Business Unit | Digital Platform Solutions |
Department | Digital EAS – Outsourcing & AMS |
Position reports to | Senior Manager: Delivery |
Job grade | M6 |
Core Description
Responsible for leading a team delivering Vodacom Service Desk offerings and solutions in accordance with operational and service level agreements. Must also ensure effective services are delivered according to the agreed contracts with clients by performing planning, people and SLA management.
Key Deliverables / Primary Functions
- Manage procedures; ensuring service levels are well-maintained; documenting, tracking and monitoring problems
- Supporting team members; suggesting improvements for processes; training and mentoring team members.
- Liaising with vendors; installing and upgrading software and other requirements, and accessing software updates, and overseeing development and improvement process.
- Evaluate operational efficiencies, trends, work instructions and leverage on best practices for continuous improvement
- Perform the customer liaison function related to client’s meetings and reviews, escalations and service improvement plans in order to maintain client relations related to allocated area of responsibility
- Prepare and present of monthly SLA and volume reports used for monthly customer meetings
- Manage and motivate staff to ensure optimal performance against agreed targets
- Perform team related human resource and industrial relations activities
- Manage delivery on Service Desk operational objectives SLAs and KPIs related to the allocated team
- Manage, and continuously improve quality of output of allocated team and individuals
- Identify, escalate and implement activities to mitigate operational risks
- Effectively manage compliments and complaints through corrective action including coaching, counselling, disciplinary hearing and monitoring
- Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformation.
- Manage the team budget and provide financial reports as required
Core Functional Skills & Capabilities
Cloud Management
Customer Service
IT Service Management
Infrastructure Technology
Analytical and Problem Solving
Core Behavioural Competencies
Job Match
Culture Match
Analysing
Applying expertise & Technology
Delivering Results & Meeting customer expectations
Leading and supervising
Planning & Organising
Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology
OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
3 years’ experience in Service Desk in IT Industry with at least 2 years at a supervisory level
OR
Grade 12 & 5 years’ experience in Service Desk in IT Industry with at least 2 years at a supervisory level
Certifications
ITIL Foundation
ISO 9000
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Span of Control : 0
Level of Engagement : Engagement will all levels within the organisation, internal and external to the business.
Special Requirements / Employment Condition
Drivers Licence and Reliable Vehicle - both required
Workplace / Physical Requirements
Billable
Full-time Client Based Position
Hybrid Remote Worker