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Ops Specialist: Service Management (Retail)

Job Ref
272988
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added 7 Jun 2017
Expiry Date 5 Jul 2017
* There have been 20 applications to this job.
* This job has been viewed 2310 times.
Employer:
BCX 1

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
Job Purpose

Responsible to manage all processes to provide world class Service Delivery Management support to all supported customers in order to defend and grow BCX's presence in the market as an ICT partner of choice. Consult with internal and external customers to provide BCX with a strategic advantage above its competitors. Audit existing customer networks, present and implement service improvements to meet our customer's needs, improve the integrity of the customer's network and fulfil all contractual obligations. Purpose of the Role Primary
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Job Objectives

Strategy

Financial (Satisfied Stakeholders)
•Customers (Satisfied Customers)
•Ensure delivery of world class Service Delivery Management support to all supported customers
•Drive prompt resolution of customer issues and ensure high levels of customer satisfaction

Operational (Agile, Effective and Seamless Organisation)
•Managed Maintenance of Customer Network
•Ensure incidents have been reported
•Obtain relevant information of reported incidents
•Follow-up on progress made with service repairs
•Monitor progress and Escalate incidents when necessary
•Inform customer, and/ or virtual team of progress made with service repair
•Determine whether incident has been repaired
•Determine if a Service Improvement Plan is required and implement
•Compile an Incident Report and/ or request RCA reports

Managed Project Implementation
•Determine scope of project (Initiate)
•Compile project plan (Planning)
•Identify risks and compile contingency plan
•Negotiate resources
•Track and facilitate procurement process (Execute)
•Initiate and manage implementation of project (Control)
•Track progress and initiate contingency plans when necessary
•Provide progress report
•Approve, implement and manage scope changes
•Facilitate and/ or track testing and accepting of infrastructure
•Facilitate and/ or track service activation
•Provide and/ or facilitate customer training
•Confirm billing has been initiated
•Finalize and archive project file (Close)
•Report back on lessons learned

Audited Customers Network
•Obtain account/ network information
•Perform record comparisons
•Perform physical/ soft verification of discrepancies
•Identify discrepancies
•Identify and inform the relevant role-players
•Update record systems, and initiate actions to address discrepancies
•Obtain sign-offs

Managed Communication
•Facilitate internal/ external meetings with role-players
•Provide regular reports and feedback to role-players
•Facilitate training and information sharing with role-players
•Conduct professional verbal/ written/ electronic communication
•Presentations

SLA Management Operations
•Receive, understand contract and SLA model
•Analyse SLA model per contract
•Identify SLA requirements and implement deliverables
•Monitor & escalate SLA delivery, compliance and governance
•Initiate correct measures to address non-compliance
•Reporting & Feedback to role-players
•Monthly SLA performance sign-off

Facilitated Service Delivery
•Receive customer order
•Analyse request
•Monitor and Escalate Delivery
•Initiate and facilitate change and configuration management
•Feedback and reporting to role-players
•Confirm completion and obtain sign-off
•Initiate Billing

Implement Continuous Service Improvement Plans
•Identify and analyse repeat incident/ requirement
•Initiate SIP (Service Improvement Plan)
•Facilitate/Escalate implementation of initiatives/SIP
•Monitor progress against plan
•Feedback and reporting to role payers

People
•Contribute to a culture of teamwork through collaboration, interaction and regular communication with relevant stakeholders within the team and BCX

Job Requirements

Education
Relevant graduate degree in the IT / Commerce and / or relevant work experience

Competencies
• Driving for Results
• Coordinating Project Activities
• Interacting with People at Different Levels
• Acting with Integrity
• Driving Continuous Improvement
• Communicating Effectively
• Supporting Organizational Goals
• Working with Ambiguity
• Managing Performance

The appointment will be made in line with Employment Equity Commitments



 
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