Manager: Service Management (Technology) at BCX

Core Description

Oversee and manage the Service Management Technology team to drive automation and to standardise and rationalise SM tools across the entire infrastructure estate. To provide expert guidance on best fit-for-customer engagement in support of customer satisfaction

Key Deliverables / Primary Functions

• Operationalise the Service Management Technology strategy and roadmap to ensure the successful implementation to achieve business objectives.
• Own and oversee the maintenance and development of Service Management technology solutions and tools in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
• Lead the resolution of escalated incidents and monitor post-resolution follow-ups to ensure issues have been adequately addressed.
• Contribute to the development of service schedules and manage the maintenance of service level agreements (SLA’s) and operational level agreements (OLA’s).
• Develop and manage the implementation of processes and procedures to deliver on Service Management technology solutions and tools.
• Manage and/or oversee projects to successful completion in accordance with scope, budget and service level agreements.
• Provide detailed guidance to maintenance teams on all solution release issues and new technology solutions required.
• Manage the annual budget and forecasts within financial guidelines, directing and coordinating activities to achieve revenue and cost containment targets.
• Lead and promote a culture of performance excellence, employee engagement, innovation and transformation

Functional Skills

• Service Management technology solutions and tools
• Project Management
• IT Solutions
• Budget Management
• Contract Management
• SLA Management
• Relationship Management

Behavioural Competencies

• Directing People
• Exploring Possibilities
• Interacting with People
• Making Decisions
• Pursuing Goals
• Producing Output
• Upholding Standards

Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Technology
• NQF 4 (Grade 12)

Experience

• 5 years’ experience in Service Management technology solutions and tools with at least 2 years in a supervisory capacity 
• Alternatively, 7 years’ experience in Service Management technology solutions and tools with at least 3 years in a supervisory capacity