Digital Workplace Telephony Lead at The South African Breweries (SAB)

Key Responsibilities:

Service Operations & Delivery

• Support the end-user support strategy and ensure timely execution of service requests.
• Support engagement and delivery in key Operational areas – Mobility (Mobile Phones and Handheld Devices) and printing.
• Maintain service levels and KPIs, including SLA/OLA adherence.
• Ensure asset protection and apply relevant spares strategy.
• Manage cloud-based service requirements and follow change control processes.
• Ensure compliance with SOX/MICS and other regulatory frameworks.

Problem Solving & Innovation

• Identify and implement solutions to recurring issues.
• Apply formal problem analysis and management processes.
• Support digital workplace projects and drive continuous improvement.

Financial & Risk Management

• Support financial performance management and control departmental costs.
• Review financial results and ensure accurate reporting.
• Contribute to business continuity and disaster recovery planning.
• Maintain a risk-free working environment and escalate risks appropriately.
• Management of all vendors related invoicing.

Stakeholder & Team Engagement

• Collaborate with internal stakeholders, global teams, and external service providers.
• Manage contract resources.
• Ensure a healthy industrial relations climate and promote best practice sharing.

Role KPI Requirements

• Service Request Fulfillment: % of requests resolved within SLA.
• System Availability: Uptime of mobile, telephony, and print services.
• Cost Control: Budget adherence and cost-saving initiatives.
• Innovation: Number of technical improvements implemented.
• Risk Mitigation: % of identified risks with mitigation plans.
• Stakeholder Satisfaction: Feedback from internal users and partners.

Role Requirements:

Education / Certification

• Working towards a Bachelor’s degree or Diploma in Information Technology, Computer Science, or a related field (or equivalent experience).
• ITIL certification or similar service management qualifications.
• Azure Fundamentals and Microsoft 365 Certified Fundamentals preferred.
• Mobile Device Management Toolset Certification recommended.
• Minimum of 5 years of experience in service delivery or technical operations roles.