Senior Service Integration Manager at BCX

To oversee and direct the management of infrastructure services to ensure synergy between contractual obligations and the service delivered to the customer.

Key Deliverables

• Contribute towards the Service Management strategy and define the SIM service strategy for the customer to ensure the successful implementation of the strategy to achieve business objectives.
• Oversee service management 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 services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to customer.
• Manage and/or oversee multiple, large-scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements. Provide detailed guidance to project teams on all service management issues.
• Manage the identification and mitigation of operational risk within their customer.
• Manage the annual budget and forecasts within financial guidelines for the specific customer, directing and coordinating activities to achieve revenue and cost containment targets.
• Collaborate and facilitate optimum engagement between and within BCX Divisions and establish and enhance relationships and network with strategic partners, customers and vendors in support of market dominance.

Minimum Requirement & Qualifications 

• Relevant Degree (NQF 7) in Information Technology or related
• Alternatively, Grade 12 with relevant IT Certification
• ITIL

Experience

• 4 years’ experience in service management of large
• accounts, within a large and highly complex
• organisation.
• Alternatively, 5+ years’ experience in service
• management of large accounts.