Spec: Service Delivery at BCX

Core Description

• Responsible for co-coordinating the delivery of services into key clients.
• Ensure long-term healthy client relationships, acting as the bridge between the client and our operational delivery teams.
• Ensure the highest level of operational service delivery.

Key Deliverables / Primary Functions

• Monitors and reports on service levels
• Owns the "front office" - all of the customer/user experience: Service Desk, Service Level Management, Customer Relationship, Availability
• Ensure that existing services stay up and running
• Once a call is logged by CFC, the SDM need to track this until resolved with the service providers of which Openserve is by far the biggest.

Core Functional Skills & Capabilities

• Computer Literacy
• Telephone Etiquette
• Interpersonal skills
• Communication
• Professionalism
• Punctuality
• Time and Priority Management
• Office Management
• Business Writing
• Editing and Proof reading
• Deadline Mangement

Core Behavioural Competencies

• Job Match
• Delivering Results & Meeting customer expectations
• Planning & Organising
• Working with people
• Deciding & Initiating Action
• Achieving personal work goals & objectives

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Commerce or IT/Engineering
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 5 years’ relevant experience
• OR if Grade 12; 7 years relevant experience

Certifications

• None

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

• Span of Control 0 - 4

Special Requirements / Employment Condition

• Required to travel locally and/or internationally
• Workplace / Physical Requirements
• Full-time Office Based position.
• Hybrid Remote Worker
• Billable