Manager: Service Operations (NS) at BCX

Key Deliverables / Primary Functions

• Perform business analysis and investigations in collaboration with both clients and staff and apply technical knowledge and experience to find business solutions toward improved work processes and better service delivery.
• Manage customer accounts by monitoring levels of customer satisfaction; ensure that corrective action is taken where necessary and proactively identify opportunities to maximise customer satisfaction through customer business insights and relationship building with key staff.
• Actively manage contracts for the supply of products and services to clients. 
• Apply technical knowledge to assist clients to define their requirements and put together proposals for documentation work and evaluate the documentation aspects of new business prospects.
• Takes responsibility for a substantial part of operational service delivery, including handling exceptional events, quality and level of service and workload scheduling, according to documented service level agreements.
• Take responsibility for the provision of adequate, accurate and timely reports on actual service levels achieved compared with the targets set in SLAs, ensuring that significant failures to meet target are brought to the attention of superiors.
• Produce reliable cost, effort and risk estimates and project plans, and document these and the conclusions reached to provide the technical content of sales proposals.
• Ensure that all requests from users for assistance are handled promptly and effectively; assist users to make effective use of the facilities available to them.
• Provides management support services to ensure the effective operations in Data Networks Service Operations daily.

Core Functional Skills & Capabilities

• Risk Management
• Service Level Agreement (SLA) Management
• Budget Forecasting
• Relationship Building
• Teamwork

Core Behavioural Competencies

• Leading and supervising
• Delivering Results & Meeting customer expectations
• Deciding & Initiating Action
• Applying expertise & Technology
• Planning & Organising

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Systems
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 5 years’ experience in Network Solutions 

OR

• If Highest Qualification Grade 12 - Alternatively, 7 years’ experience in Network Solutions