Ops Spec: Service Delivery Management at BCX

Key Deliverables / Primary Functions:

Business Analysis and Business Growth

• Responsible for investigative work to seek effective business solutions and, organises their implementation through improvements in information systems, data management, processes/procedures, organisation and equipment.
• Enable & support Business needs by sourcing data from Data Warehouse, IT Teams, operational and other BI environments
• Perform deep-dive analytics
• Develop and implement statistical models
• Support service Delivery with deep-dive customer analytics
• Translate business requirements into analytics & insight generating            
• Models
• Effective management of Client device health and compliance matrix’s 

Service Level Monitoring

• Highlighting incident, process and customer request and coordination with technical team to ensure that quality services are delivered to the agreed SLA.
• Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request).
• Responsible for identifying the need for corrective actions.
• Highlight trends in Incidents and requests logged
• Trending analysis on SLA achievements
• Analysis on technician efficiency
• Compliance reporting and trending for all DWM clients
• Core Functional Skills & Knowledge
• Power BI
• Microsoft Office
• IT Terminology

Minimum Qualifications:

• NQF 6: 3 year Degree/ Diploma/ National Diploma
• OR NQF 4: Grade 12
• Additional Education -Preferred /Advantage

Experience:

• 3 years’ experience

OR

• 5 years’ experience if Grade 12