Business unit, Department, Reporting
Business Unit | Operate |
Department | IT Operational Centre |
Job grade/level | M6 |
Core Description
To manage the monitoring and management of solutions from a costing and billing perspective, in alignment with customer requirements i.e. Bronze, Silver, Gold, Platinum Solutions. To manage the licensing of tools in accordance with the proposed solutions.
Key Deliverables / Primary Functions
- Contribute towards the development of the operational roadmap for team to ensure the successful facilitation of the strategy to achieve business objectives.
- Manage solutions proposed in bids in accordance with customer requirements i.e. billing and recovery
- Manage the licensing of tools in line with deployed solutions.
- Manage capacity on existing tools in line with consumption.
- Manage the resolution of client queries in accordance with service level agreements
- Keep abreast of market trends to lead innovation within the industry.
- Collaborate between and within BCX Divisions and establish and enhance relationships and network with partners, customers and vendors in support of market dominance.
- Monitor the annual budget and forecasts within defined guidelines, directing and coordinating activities to achieve revenue and cost containment targets.
- Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformation.
Core Functional Skills & Capabilities
Service Level Agreement (SLA) Management
Customer Management
Incident Management
Budget Management
Financial Management
Core Behavioural Competencies
Job Match
Writing and Reporting
Planning & Organising
Working with people
Deciding & Initiating Action
Analysing
Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce or Science
OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
3 years’ experience in infrastructure solutions and or customer service operations
OR
5 years' experience in infrastructure solutions of which 2-3 years was at supervisory level
Certifications
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
Workplace / Physical Requirements
Hybrid Remote Worker
Billable
"BCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity."