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  • Posted: Sep 9, 2021
    Deadline: Not specified
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  • MultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business ("DStv"), which has been in operation since 1995. Other businesses in the group are; M-Net (delivers thematic channels and exclusive content to DSt...
    Read more about this company

     

    Offers Service Tower Manager

    Purpose of the Position:

    • Act as SME for Retention Offers and ensure that the support of new and existing offers is in line with business expectations and agreed SLAs

    Key Performance Objectives

    Tasks

    Operational Delivery

    • Manage a team of Retention Offer Specialists to ensure delivery of incidents and demand in line with agreed business SLAs
    • Ensure governance structures are implemented and adhered to.
    • Support the implementation of streamlined processes for existing offer management and new offer rollout
    • Ensure End to end offer monitoring for accuracy, completeness checks & creating visibility to stakeholders
    • Have in depth working knowledge of the Multichoice Customer Value Management processes
    • Ensure the implementation and maintenance of SOP’s that will enhance Service Delivery.
    • Ensure proper execution of operational tasks within the Team– coordinate and monitor tasks completion within SLA time, improve E2E metrics for countries supported.
    • Resolution of incidents in line with agreed SLAs.
    • Drive efficiency through continuous Improvement initiatives and automation
    • Facilitate and co-ordinate Change management of offers for SA and MAH
    • Implement knowledge management and ensure measures are in place to safeguard knowledge retention.
       

    Stakeholder Management

    • Act as a single point of contact and facilitates access to colleagues and subject experts.
    • Influence the development and enhancement of services, products and systems, and oversees the management and planning of business opportunities.

    People Management

    • Manage team members to ensure effective delivery of business unit objectives.
    • Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
    • Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
    • Training and development of new hires
    • Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR
    • Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
    • Approve leave requests for team members and create leave plan to ensure adequate coverage.
    • Resolve grievances raised by team members and escalate only if required.
    • Motivate team members and ensure that their efforts are recognised

    Qualifications Essential

    • Degree / Diploma in Technology / Information Management

    Qualification Preferred

    • Post Graduate Degree in Technology / Information Management

    Experience

    • A minimum of 5 years’ experience in an IT senior management role
    • 3 – 5 years project management experience
    • Experience in driving innovation
    • Strong leadership capabilities across all areas of the IT environment or within a matrix management structure

    Technical Competencies

    • Customer Centricity
    • IT Governance
    • Requirements Management
    • Software Development
    • Software Testing
    • Problem Management
    • Quality Management
    • Incident Management
    • Stakeholder Relationship Management
    • Researching and Reporting
    • Negotiation

    Behavioral Competencies

    • Attention to detail
    • Conflict Resolution
    • Decision Making
    • Critical Appraisal
    • Holistic Thinking
    • Persuading & Influence
    • Coaching
    • Service Orientated
    • Problem Solving
    • Delegation/Management work skills
    • Communication skills
    • Performance Management

    Method of Application

    Interested and qualified? Go to MultiChoice on multichoice.taleo.net to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

    View All Vacancies at MultiChoice Back To Home
Average Salary at MultiChoice
R 83K from 31 employees
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