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Service and Incident Management

Job Ref
284574
Job Type
Permanent
Employer Type
Company
Date Added 18 Nov 2021
Expiry Date 16 Dec 2021
* There have been 9 applications to this job.
* This job has been viewed 1994 times.
Employer:
BCX

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
CORE DESCRIPTION:

Responsible for CFC specific RFP responses and the transitioning and operationalisation of new or enhanced services and the range of service level agreements across all services for the CFC.
- - - - - - - - - - - - - -
PRIMARY FUNCTIONS:

• Maintain current and accurate CFC costing models to reflect the standards of service and the cost of provision of services.
• Interpret RFP’s and provide CFC specific costing and RFP write-ups to Pre-Sales.
• Attend bid management sessions for new RFP’s to understand on deliverables to be met.
• Meet RFP submission deliverables.
• Interpret new contract deliverables and ensure successful take-on into the ITSM system, telephony system, QA systems and any other SD or Command Centre tools required to align with standard processes.
Formulate and manage service level processes and procedures to ensure service level agreements, operational level agreements and underpinning contracts are developed and administered in a consistent manner.
• Define standard CFC operating processes in conjunction with Service Desk Management, Incident
Management/Incident and Quality Control and Command Centre Management.
• Understand SLA deliverables and define CFC reports to be delivered for all new contracts and implement.
• Review standard processes as per requirements (quarterly) to align with ISO and ITIL standards.
• Refine and administer the catalogue (Helix DWP) of ICT services available to the clients.
• ITSM User data governance in conjunction with the Data Governance Forum.
• Transfer knowledge for all transitions and enhancements to the CFC Support and Operational Management.
• Ensure staff are trained on new clients and enhancements implemented.
• Develop and maintain DWP templates in Helix in conjunction with Helix Support.


EXPERIENCE:

5 - 7 years’ experience In Service desk management or Incident Management on managerial level and related infrastructure services, of which 3 to 4 years is at a management / supervisory level.


QUALIFICATIONS:

• Relevant Diploma (NQF 6) in Business or Information
Technology or Science or equivalent
• Alternatively, Grade 12 (NQF 4) with relevant IT and ITIL
Certification


CERTIFICATION:

ITIL v3 or 4 Foundation
ITIL v3 or 4 Service Management or Transition


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