Bytes Managed Solutions at Bytes Managed Solutions

Job description

Key Result Areas:

• Manage a consistent and optimised Service Level across the various functions ensuring targets are achieved and maintained taking pro-active corrective steps where necessary;
• Identify high call rate situations and drive resolution
• Manage service delivery in line with customer contracts, Service level agreement s and internal targets;
• Closely monitor subcontractor performance against Service level agreement and provide on-going customer feedback.
• Ensure subcontractor coverage hours are adhered to;
• Ensure Service level agreement , scheduled work and backlog targets are achieved and ageing work orders are managed to successful completion;
• Ensure effective escalation tracking and management;
• Analyse escalations, identify trends and implement prevention plans to reduce and eliminate escalations;
• Continuously track and monitor service delivery, reporting on a daily basis and pro-actively action problem areas;
• Drive corrective plans to address problem areas, and initiate changes to improved customer services, and implement the new and improved customer service initiatives;
• Manage escalations, analyse and implement mitigating actions to prevent recurrence;
• Oversee projects per country coordinating engagement between customers and subcontractors as necessary to ensure successful completion in accordance with project plans;
• Identify potential projects to deliver changes and improvements to the supply chain and commission select projects; and
• Create and drive innovative improvements.

Qualifications & Experience:

• B Com in Business Analytics / Industrial Engineering or equivalent
• 10 years’ successful experience in an operational or management position dealing directly with customers in the IT services arena.
• Proven negotiation and contract management skills
• Proven experience in leading teams

Skills:

• Business Acumen
• Financial Acumen
• Program Management
• Stakeholder Engagement and Management
• Written and Verbal Communication skills
• Strong people skills
• Practice excellent conflict management skills
• Effectively handles change management
• Display excellent problem solving skills
• Be able to set priorities and execute in accordance with such priorities
• Achieves results through enthusiasm, energy and personal commitment.
• Mental agility – flexible enough to deal with multiple issues at the same time.

Attitude/Behaviour:

• Strategic Thinking
• Innovative
• Inquisitive
• Initiative and Drive
• Problem Analysis/ Assessment and Problem Solving
• Planning, organising and monitoring
• Commitment to accuracy and quality
• Analytical
• Organised, systematic and methodical
• Cross-functional collaboration
• Assertive
• Self confidence
• Ability to persuade and influence others
• Maintain positive relationships with stakeholders
• Must be willing to work overtime / weekends when required
• High levels of energy and determination