Workplace Specialist at Sasol

Job description

PLEASE ONLY APPLY IF YOU HAVE SERVICE DESKTOP SUPPORT EXPERIENCE

Purpose of Job /Role Intent:

The Mozambique and Satellites Workplace specialist is responsible for the orchestration of all workplace services in their regional area.

The role is part of the IM Southern African team reporting into the central IM function delivering services to various satellite offices in Southern Africa.

The person will be required to oversee the daily workplace operations to ensure that any activity relating to the regional workplace services are properly coordinated and executed by the respective outsource vendors as per business expectations.

The incumbent will actively manage the outsourcing relationships in the delivery of all in-scope ICT services within the allocated region/s this includes :

• managing the delivery and provisioning of laptops, desktops and printers,
• managing the walk-in support centre/s,
• co-ordinating and prioritising end user desktop software and hardware support,
• managing the allocated regional store/s
• Establishing and implementing processes to review the performance, capacity and delivery of workplace resources to service the various business units within the region.
• operationally managing relationships between multiple vendors to ensure quality services are delivered to Sasol end users .
• The individual will facilitate the efficient fulfilment of the incident management processes, problem management process , escalation process , customer complaints process ensuring the availability and capacity of workplace services and end user devices regionally.
• The person will be overall responsible for the quality of Workplace services and Customer Satisfaction by ensuring adequate customer care and service levels are met and delivered by both Sasol's Internal and Outsourced service providers.

Minimum qualifications and experience required

• Completed Degree (e.g. BSc IT / Informatics / B Com Informatics).
• ITIL Foundation Certification.
• A minimum of 5 years experience in a Service Desk Support Environment
• IT Service Delivery Management experience with experience in managing outsourced service providers.
• Previous experience as an IT specialist in a RUN environment is recommended.
• Operational, Financial and Project Management experience
• Experience with managing teams and supervision of people
• Managerial experience

Key accountabilities

• Service Operations Oversight and Management
• Responsible for managing the delivery of all in-scope ICT services to the Sasol business units in the allocated region within South Africa , as contracted through internal and external Service Providers
• Assist in the development of workplace strategies, long-term goals , policies and procedure through close collaboration with service providers and Sasol service owners aligned to Sasol’s business needs. Ensure strategies, plans and frameworks are implemented and operations staff are familiar and aligned with these
• Accountable for the end-to-end service performance management of service providers within the region
• Ensure consistent service delivery by Service Providers to all business units across the region
• Ensures that service levels and expectations are defined and communicated to relevant stakeholders.
• Provide relevant reports and metrics on the performance of the service. (Measure , record , analyse and improve )
• Oversees the day-to-day operations and service delivery of the workplace Service Providers, to enable a stable Sasol environment.
• Support the Senior Manager for Service Optimisation in all relevant activities in the geographical area as required.
• Ensures that there is constant alignment with BU/ Functions expectations and Workspace Services .
• Ensure that Sasol continues to receive optimal value for Workplace services. Drive initiatives to improve services while at the same time Minimising and/or reducing cost .
• Manage and Oversee the Walk-in Support Centre and Regional Stores
• Actively Promote and market the services of the WIC to the end users .
• Incident and Problem Management
• Responsible for the effective management of incidents and resolution of problems in close collaboration with the Service Desk and Service Providers
• Where necessary, directly manages major incidents and problems. P1 and P2 incident to be managed in conjunction with Sasol Incident Management
• Acts as the Single Point of Contact (SPOC) for Workplace service to the business in addressing queries ,complaints , escalations ,serious operational delivery issues with Service Providers. Takes responsibility for the timely monitoring and clearance of customer queries., complaints and escalations .
• Defines resolution activities and communicate progress with relevant stakeholders
• Work closely with the Sasol Problem Manager for the effective tracking, analysis and determination of problem and incident root causes and the identification of trends in order to continuously improve services.
• Financial Management
• Assist the department to compile, manage and control spend against annual operational budget
• Assist with the defining the cost allocation model and contribute to recovery model development
• Partake and contribute in compiling and managing a capital budget to drive infrastructure renewal processes
• Service Ownership
• Ensures formal Change control for moving change / releases to the live environment are followed
• Identifies training requirements (internally and externally), taking the necessary action to ensure concerned parties have the necessary skills to support the service
• Implement and utilise a cost model that identifies and shows all costs of ICT services and assets
• Identifies and Implements service improvements.
• Ensures maintenance of service configuration in the Configuration Management Database (CMDB) (Equipment register)
• Conducts service lifecycle improvement activities
• Identifies gaps with regard to service delivery and ensures that steps are taken to address these gaps
• Provides project consultation through the approval of proposals and assistance in service take on
• Facilitate the process to identify and consolidate requirements for potential new services or service improvements as requested by the BU's
• Establish and implement a process to review the performance of services within the region
• Participates as business owners and/or service owner on projects related to relevant services
• Security Management
• Ensures that all security policies are adhered to
• Accountable for early detection and addressing of vulnerabilities
• Ensures that all services reviewed on a regular basis in terms of security risks
• Service Desk
• Ensures that processes are signed off and audited as input to performance reporting and monitoring
• Develops and maintains performance reports and daily monitoring mechanisms
• Ensures that work instructions and Service Level Agreement (SLA) % are adhered to at all times
• Request Management
• Ensures that requests are actively monitored and are fulfilled writhing agreed time as per service levels
• Develops a work instructions / knowledge management repository
• Implement formal procedures to handle all requests in a standardised manner. Ensure that service catalogue is updated with latest procedure
• Service Quality and Risk Management
• Keep aware of changing business needs and ensure that services delivered by internal and external service providers are aligned with business needs
• Assess and manage ICT service risk by identifying risks and adding to IM risk register
• Continuously review Workspace processes to improve on service delivery
• Improve customer satisfaction and end user experience by driving service providers to reduce call resolution times , reduce call response times and ensuring appropriate quality builds/fixes ,
• Identifies training requirements (internally and externally), taking the necessary action to ensure concerned parties have the necessary skills to support the service
• Implement corrective controls and systems to address poor performance.
• Implement preventative controls to minimise incidents (Proactive maintenance )
• Identify areas of possible synergy between workplace services in the various regions.
• Solicit performance feedback from colleagues, reviewers and action areas for development
• Take steps and measures to address or mitigate any risk identified within ones area of responsibility.
• Service Capacity Management
• Draft and manage capacity plans for workplace service in the respective region e.g. number of FSE's, hardware stock on hand etc.
• Manage regional WIC resource capacity optimally to comply with user demand.
• Manage regional FSE resource capacity optimally to comply with user demand.
• Ensure that adequate service support resources are in place according to BU requirements and to meet service levels
• Understand business strategy and how this will influence future demand and supply .
• Perform ICT resource capacity forecasting for Workspace related Services within the region to minimise the risk of disruption
• Ensure that the service is adequately represented within the region i.e. sufficient number of resources per region based on the number of physical locations, number of business units represented, number of users, call volumes etc.
• Identify and monitor capacity metrics
• Implement capacity changes
• Service Audit and Control
• Contributes to self-assessment and assessment reviews where required
• Comply with policies and procedures
• Conducts audits related to hardware, software, operational processes and delivery of the service
• Implements regulatory controls relating to the service

Functional Competencies

• IM Business Interface
• IM Strategy Planning and Performance Management
• IM Business Analysis
• IM Data Analytics
• IM Assurance
• IM Project & Programme Management
• IM Application Development
• IM Infrastructure and Operations Management
• IM Organisational and Relationship Management