IT Vendor and Partner Manager
Ignition Group
2023-08-01 Umhlanga
Job Ref #: NG-DBN-11
Industry: Telecommunications
Job Type: Permanent
Positions Available: 1
This night-shift IT Vendor and Partner Manager will ensure the restoration of normal service operation as quickly as possible. This position minimises the adverse impact on business operations to ensure the best possible level of service quality and availability are maintained in line with Service Level Agreements.
Job Description
Proactively manage incidents by monitoring key components so that failures and potential failures are detected early, and the resolution process can be initiated. Restore normal service operation as quickly as possible and to minimize the adverse impact on business operations. Ensure that the best possible level of service quality and availability are maintained in line with Service Level Agreements. Monitor, validate and report on supplier performance, customer satisfaction and adherence to SLA. Monitor compliance to regulations, policies, and procedures related to incident management in the contact centre. Ensure the monitoring, tracking, prevention and resolution of compliance related breaches. Ensure that the required incident and problem management processes are initiated to ensure compliance. Receive service disrupting events directly from users, and technical staff as communicated through the contact centre or through an interface from system event and/or incident management tools. Continuously assesses supplier ability to meet quality and delivery requirements. Detect incidents as early as possible by identifying problems, analysing root causes and participate in the development of sustainable solutions to prevent future similar incidents. Keep the contact centre informed of progress on incidents and potential workarounds. Ensure high level of service and user satisfaction is maintained. Supports resolution of vendor and/or third party-related incidents, problems, or unsatisfactory performance. Recommend new technologies or approaches that could benefit the organization. Ensure that IT systems and infrastructure are secure, reliable, and aligned with business needs. Contribute to the development of and facilitate training on incident response protocols, policies and procedures.
Job Requirements
Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience). 5 – 6 years’ experience in a similar role. Experience in managing service level agreements with and coordinating the service delivery of vendors and third-party service providers. Ability to communicate complex IT information in simplified form depending on the target audience. Excellent written and verbal communication skills. Ability to work well under pressure. Ability to prioritize and manage multiple tasks and projects in a fast-paced environment. Effortless ability to collaborate with internal and external stakeholders at all levels. Expertise and strong analytical mind to develop effective solutions to problems. Good project management skills. Ability to respond to change effectively. Demonstrated technical knowledge and understanding of IT infrastructure, networks, systems, and software. Skill in identifying problems and reviewing related information to develop and evaluate options and implement solutions. Knowledge and understanding of relevant industry trends, technologies and best practices. Understand the impact of incidents on the various clients, business and the company.
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