Telecommunications: Services Co-ordinator at Sanlam Group

Who are we?

• Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

What will you do?

• Service management of the mobile and fixed line services and processing of billing information provided by the network operators.

What will make you successful in this role?

• The role is accountable for all the service management activities in providing the SGT clients remote and fixed line connectivity. 

The required outputs for this role are:

Services and Request Management
–    Provide clients with support for incidents and request within SLA
–    Proactive management of mobile data utilisation within defined thresholds
–    Ensure sufficient stock levels are maintained of the required equipment 
–    Record accurate and complete documentation within the defined compliance legislation
–     Liaise with clients, service providers and network operators for the delivery of the requisite services and tasks
–    Provide accurate reporting (on client request) of mobile data usage according to the defined audit guidelines
–    Establishment or enhancement of a managed workflow to track and manage the delivery dates in accordance with the defined SLA

Billing and Cost recovery
–    Maintain accurate record of user information required for cost recovery
–    Ensure that the cost recovery process and billing details are made available within the required timeframe
–    Invoices from network and service providers to be processed timeously
–    Perform the required quality assurances checks verify the integrity of the cost recovery and invoice information

Reporting
–    Contribute to the weekly/monthly reporting on  outsource vendors adherence  to the SLAs and service contracts; service measurement and management
–    Maintain an accurate inventory of the telecommunications equipment held in stores 
–    Proactive forecasting and ordering of defined infrastructure 
–    Risk identification  
–    Containment of ICT infrastructure costs

Qualifications and Experience
Qualifications

–    IT or Business degree or diploma, or a minimum of 5 years relevant IT and business experience

Experience

–    Proven ability to manage a team
–    Clear understanding of IT Technologies
–    Proper  understanding of business priorities,  process logic and requirements 
–    Process modelling and optimisation 
–    Effective IT supplier engagement
–    Infrastructure service level measurement and management
–    Infrastructure lifecycle management and planning
–    Infrastructure optimization
–    Capacity monitoring and planning 
–    Proficient in Microsoft Office (Word, Excel, O365); Windows 10 OS 
–    Relationship management
–    Trouble shooting
–    ITIL and COBIT awareness

Knowledge and Skills

• Network Analysis
• Network Backup
• Network Disaster Recovery
• Network Standards and Procedures
• Network Testing
• Personal Attributes
• Interpersonal savvy - Contributing independently
• Decision quality - Contributing independently
• Plans and aligns - Contributing independently
• Optimises work processes - Contributing independently
• Action orientated - Contributing independently

Build a successful career with us

• We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently

Turnaround time

• The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Our commitment to transformation

• The Sanlam Group is committed to achieving transformation and embraces diversity.  This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.  The Group's Employment Equity plan and targets will be considered as part of the selection process.