Senior Manager at BCX

Job description

BCX seeks the expertise of a Senior Manager in IT Problem Management to drive the planning, resource management, thought leadership, execution and delivery of the IT Problem Mangement to provide efficient, profitable and cost –effective benchmark offering to customers / clients

This role will be reporting into the Managing Executive of IT Service Management.

KEY RESPONSIBILITIES:

Strategy

• Set and achieve annual / quarterly resource plan, operational and quality targets for this function, aligned to the strategic overall objectives for IT Service Management
• Develop unique delivery differentiators leading to delivery excellence and differentiated positioning for IT Service Management services
• Interface with and provide support for all existing / new accounts, large deals and projects with regards to IT Problem Management
• Drive delivery and compliance excellence (quality, consistency and agility) and customer satisfaction through quality ITSM practices – people, process and systems
• Manage / oversee timely delivery of key projects within the established cost constraints
• Establish best practices to fulfill strategic specialist requirements within IT Service ManagementFinancial (Satisfied Stakeholders)
• Develop and implement financial strategies within this function in alignment with IT Service Management business strategy and goals
• Monitor financial performance continuously against set financial targets, forecast and identify new opportunities for improved performanceCustomers (Satisfied Customers)
• Ensure the development and positioning of a compelling specialist value proposition to the strategic corporate customers
• Drive the delivery of fit for purpose customer focused services based on in-depth knowledge of customer business
• Drive IT Service Management maturity within targeted client environments
• Ensure continuous high standards of service delivery to the strategic corporate customers
• Drive prompt resolution of customer issues and ensure high levels of customer satisfactionOperational (Agile, Effective and Seamless Organisation)
• Drive the overall alignment of IT Problem management into the other ITIL processes, including tooling. Understand and drive how to increase Process accuracy across clients aligned with Contracts. Ensure output via dashboard/ reporting
• Understand/Drive the process activities across multiple area/ tools.
• Good understanding and implementation of IT Problem Management Techniques (Brainstorming, Kepner-Tregoe RCA, Fault tree analysis, Component failure impact analysis, Service outage analysis Post-implementation and major problem review)
• Provide timeous and accurate information on all top /key projects and client initiatives to the Executive of ITSM for reporting to and updating of Service Delivery EXCO and other forums
• Chair the functional MANCO
• Represent the IT Problem Management team at the ITSM OPCO/MANCO
• Collaborate to support and drive resource and ITSM training plans for area, tracking and managing the outcomes of individual and team performance
• Ensure adherence to corporate governance and policies / procedures in order to identify and mitigate risks
• Provide high level and ad hoc reports to customers on projects and escalated incidents
• Ensure benchmark ICT audit service methodologies and practices are used
• Provide input to the Executive of ITSM on strategic/tactical areas for improvements in customer experience, loyalty and satisfaction
• Learn, understand and document the strategic/tactical corporate customers’ business strategies, priorities and goals and align specialist services
• Ensure that regular and efficient reports on assigned projects are provided to internal stakeholders and external partners
• Establish and manage relationships with internal stakeholders along the value chain that will enable the delivery of integrated ICT solutions to the strategic corporate customers
• Build and maintain loyal relationships with strategic corporate customers by spending time at customer sites to learn their business, conducting regular planning sessions with customers’ operational teams
• Ensure the high level development and delivery of Governance controls and best practice
• Facilitating high level risk assessments and reports
• Provision of thought leadership
• Ownership of service area including sales/product/costing/service catalogues and definitionsPeople
• Promote and reinforce a culture and way of work which attracts and retains talent / employees and rewards them fairly.
• Promote a culture of teamwork through collaboration, interaction and regular communications with relevant stakeholders within the team, ITSM, Service Delivery and Telkom Business Connexion.
• Lead the Telkom Business Connexion way: Motivate and coach the team to deliver against performance targets, develop and enhance team effectiveness for direct reports and area of responsibility.b
• Promote the transformation agenda and accept accountability within respective area of responsibility in line with objectives

Desired Skills and Experience
Qualifications/Certifications Required:

• Relevant graduate degree in the IT / Commerce and / or relevant work experience
• ITIL Foundation, ITIL RCV, ITIL OSA
• ITIL Expert Level
• Senior Management Experience - 1 - 3 years
• Management Experience : 5 - 8 years
• ICT Industry Experience - 8 - 10 years
• Extensive management experience in the IT Problem Management sphere / discipline - 5 - 8 years The appointment will be made in line with Employment Equity Commitments