Current Opportunities at Teraco

PURPOSE OF THE ROLE

• The candidate will report into the Operations Infrastructure Management Projects (OIMP) department. The candidate’s responsibilities will include (but not limited to):

MAIN FUNCTIONS OF THE JOB

• Manage all Teraco and client areas i.e. Canteens, Offices, Receptions, Meeting Rooms, Storerooms etc.
• Ensure the interior of all buildings and gardens are well maintained.
• Undertaking design and client projects from concept to completion including fitout of furniture, kitchen items, electrical layouts etc.
• Procurement of furniture and ad hoc items.
• On an ad hoc basis manage Receptionists & Office Managers across all regions.
• Manage on an ad hoc basis Travel, Catering & Courier Processes.

Facility

• Security processes 
• Logging access for important clients 
• Welcome guests in a professional manner
• Answering the reception phone 
• Direct calls quickly, efficiently and professionally
• Taking messages and ensuring that staff members receive the message within due time
• Direct clients
• Assisting with duties such as couriering items etc. 
• Working hours are from 8am- 5pm /1 Hour lunch   

Risk Assessment

• Display Screen Equipment, this is basically your PC screen and peripherals. We would look at seat height, screen height, chair ergonomics, screen glare
• Manual Handling
• Slips and trips
• Aware of responsibilities under the Health & Safety act.
• All Teraco employees are responsible for the quality of their work and the protection of company and client information.                

Requirements
SKILLS REQUIREMENT

• Good communication skills
• A flair for people
• Professional
• Punctual
• Active listening – ability to understand requirements
• Ability to communicate in English
• Proactive problem solver
• Ability to work independently & a positive team player
• Self-motivated 
• Conducts self professionally, exhibits high levels of tolerance and patience
• Responsible for continued learning and self-development
• All activities performed on time
• Excellent Telephone manner
• Proven working experience (consultations, renovations, space planning and new constructions a bonus)
• Creative talent, imagination and eye for design
• Communication and presentation skills
• Project management skills
• Ability to keep up to date with the latest design trends
• Thorough attention to detail
• The ability to accept and give constructive criticism
• In-depth knowledge of furniture systems and finishes 
• The ability to work under pressure and within time constraints
• Understanding of and familiarity with design software such as AutoCAD
• The ability to work within budget constraints
• Demonstrable understanding of the basic principles of spatial planning 
• Problem-solving skills and the ability to find a new way of doing things

QUALIFICATIONS AND EXPERIENCE

• Matric 
• Qualification in Project Coordination / Project Management/Space Planning / Interior Design (Preferred)
• 5 Years or more experience in a similar role (Project Management/Coordination and Office Design/Space Planning)
• Strong ability to execute work with a diversity, equity, and inclusion lens. 
• Significant executive support experience
• Expert proficiency with Microsoft Office
• Ability to design and edit graphic presentations and materials
• Strong verbal and written communication skills
• Exceptional organizational skills and impeccable attention to detail
• High degree of professionalism in dealing with diverse groups of people, including Board members, senior executives, staff, community leaders
• Make appropriate, informed decisions regarding priorities and available time
• Ability to complete a high volume of tasks and projects with little or no guidance
• Ability to react with appropriate levels of urgency to situations and events that require quick response or turnaround
• Able to maintain a high level of integrity and discretion in handling confidential information
• Ability to switch gears at a moment’s notice

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PURPOSE OF THE ROLE

• Monitor and attend to all tickets related to the Service Delivery Co-Ordinator Role. Support any issues that may arise that impact customer satisfaction and escalate to management if required.

MAIN FUNCTIONS OF THE JOB

General

• Adhere to company policies, procedures, and processes.
• High quality verbal and written communication with clients.
• Process and update tickets within agreed operation service level agreement and client SLA timelines.

Client Satisfaction

• Facilitate high quality servicing by all on-site Service Desk staff, and if required assist with resolution or servicing. However, it must be noted, that the Service Delivery Coordinator Team Lead must ensure that existing staff fulfil the servicing requirements, and the Service Delivery Coordinator Team Lead only performs the function when the existing staff fail to, and client satisfaction is impacted.
• The Service Delivery Coordinator Team Lead must have a can-do attitude to resolve any situation where customer satisfaction impacted.
• Optimise client satisfaction.
• Gather & communicate suggestions & comments and feedback to management.
• Support all sites, to resolve or escalate client service impacting issues.

Administrative responsibilities

• Accurate recording and data capture of queries, resolution, and follow-up.
• Accept and log tickets in the agreed queues in the expected turnaround times.
• To process and update tickets in expected turnaround times.
• Potential ticket escalation to other divisions of the business or technical teams.
• Monitor ticket queues and ticket closure for all tickets (irrespective of site) and escalate to Management if queues are not managed appropriately, or any tickets not accepted for processing within 15 minutes.

Time dependent i.e., no immediate client servicing issues requiring attention,:

• Process all tickets relevant to the Service Delivery Coordinator role.
• Review My Team tasks and tickets and assist with clearing any backlog.

Escalation and Reporting

• Assist on-site Service Desk staff with escalation for support as required e.g., Ozone, network downtime.
• Identify roadblocks that impact client satisfaction and present recommendations to management to address underlying root causes.
• Prepare and submit any reports that may be required from time to time.
• Report any incidents to management within SLA, where impacting clients requiring notification i.e., act as management eyes and ears for escalation.

Self-Development

• Must be an initiative-taker by nature.
• Must seek to continually learn and improve their skills.

Office Hours and Location

• The role is an active role in which the individual is required to actively monitor all components of the site impacting clients, and therefore the person is required to be mobile and active.
• This role is required to work 08:00 - 17:00 Monday to Friday.
• This role is required to work on-site at JB1/Isando.

Team Lead Responsibilities

• Conduct weekly/monthly KPI meetings with the Service Delivery Coordinators to monitor performance and improvement.
• Conduct weekly/monthly team sessions and coach on improvement initiatives.
• Ensure that all work conducted by the Team Lead and Team members are performed following Policy, Procedure, Process and Work Instructions for continuous improvement of Teams performance.
• Ensure all tickets related to the Service Delivery Coordinator role are processed timeously and correctly by Team members.
• Dashboards reviewed prior to departure for the day, with action to eliminate any tickets outside SLA.
• Create and maintain Issue Register to track Team Performance and assist in identifying gaps.
• Support HR and Service Desk Manager in staff recruitment and Development as well as Performance Management issues (Job Observation)

Requirements
SKILLS REQUIREMENT

• Exceptional communication skills.
• Excellent administrative skills are critical.
• Active listening – ability to understand requirements.
• Ability to communicate in English, and any other RSA language beneficial.
• Initiative-taking analytical person.
• Ability to work independently & a positive collaborator.
• Initiative-taking.
• Ability to lead or positively influence others.
• Conducts self professionally, exhibits elevated levels of tolerance and patience.
• Responsible for continued learning and self-development.
• Collaborator.
• Good time keeping.

QUALIFICATIONS AND EXPERIENCE

• Matric
• 2 years relevant working experience with clients
• ITIL and CDCP preferred.
• Microsoft Office skills
• Understanding of Wireless solutions preferred
• Strong understanding of networks and cabling (fibre optic and copper)

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Purpose of the role

The Cost Controller will:

• Drive value creation from suppliers and contractors;
• Work with the finance team to develop standard price lists and rate cards for ongoing procurement and expenditure;
• Tender out smaller projects;
• Negotiate contract terms with suppliers and contractors;
• Carry out monthly financial reviews of actual costs incurred against budgets and updated forecasts;
• Assist in the monitoring and manage performance of suppliers and contractors in accordance with commercial terms of contracts;
• Manage commercial impact of any scope variations;
• Negotiate terms and final accounts with suppliers and contractors.

Main Function of the Role

• Drive value creation from suppliers and subcontractors: Work closely with Operations and Project Managers to drive value creation for Teraco by managing suppliers and contractors on operational sites and projects.
• Budgeting: Prepare project cost analysis based on operational requirements, estimates and labour required. Work with the finance and project management teams to get cost plans approved and to track implementation. Control pricing and commercial terms through all stages of projects from installation through to ongoing maintenance, within predetermined budget and expenditure. Manage related cash flows. Report monthly to management on actual costs incurred against budgets and updated forecasts.
• Negotiate contract terms with suppliers and contractors: Prepare tender and contract documents, including bills of quantities. Evaluate tenders from contractors and negotiate pricing and terms. Negotiate final accounts with suppliers and contractors. Maintain a database of costs to reference all new procurement against.
• Monitor and manage performance of suppliers and subcontractors: Communicate regularly with internal operational and project teams as well as suppliers and contractors to ensure commercial controls are in place and contractors are delivering on time and in accordance with project terms. Monitor all commercial information in relation to services delivered including labour and materials to ensure budgets are adhered to. Manage any scope variations. Produce accurate formal reports to monitor contract management.  

Requirements

Skill Requirements

• Numeracy
• Analytical & problem solving skills
• Communication Skills, both verbal and written
• Negotiation
• Proficiency with Excel (i.e. formulas, if statements, pivot tables, formatting)
• Ability to anticipate and manage risks
• Commercial and legal proficiency in contracting
• Practical organising and planning skills
• Ability to thrive in a very fast-paced environment
• Ability to work in a team and collaborate with senior level individuals within and outside Teraco
• Ability to work independently & a positive team player
• Strong action planning, and prioritization skills
• Self-motivated
• Professional conduct

Qualifications and Experience

• B.Sc Quantity Surveying, engineering qualification or Bachelor of Commerce qualification
• Relevant commercial experience  
• Minimum 4 years relevant experience in construction, mechanical or electrical infrastructure

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PURPOSE OF THE ROLE

• The Tender and Bid Coordinator will have an eye for detail, ensuring accurate administration and analysis of client’s requirements. You will be responsible for introducing and coordinating the bid response process, developing and maintaining a knowledge base of ‘standard’ answers and templates, as well as identifying ways to improve the quality, consistency and efficiency of the bid response process. To do this effectively you will need to liaise with other teams and senior stake holders to ensure submissions are made on time and to the required quality.
• The Tender and Bid Coordinator will compile and prepare and submit a winning bid, whilst taking ownership of the end-to-end bid process. The Tender and Bid Coordinator is significantly involved pre-RFP, driving the Client Awareness Phase and ensuring all resources are aligned to the client’s requirements long before the Bid Phase gets underway. After bid submission, the Tender and Bid Coordinator remains involved through the presentation and negotiation stages, ensuring all lessons learned are fed back and implemented.
• Responsibilities include the introduction and implementation of all necessary bid procedures, governance, and processes. This is a highly networked role that requires an ability to work under pressure and to challenging deadlines. It requires strong people management and commercial skills.

OBJECTIVES

MAIN FUNCTIONS OF THE JOB

• Analyse and complete RFQ’s, RFP’s, tenders, and technical survey’s.
• Assist Bid Manager with technical responses as and when required on behalf of the Sales department or clients themselves
• Engaging with various external stakeholders, other departments, and levels of management
• Liaises with the departments on an ongoing basis with respect to Tender requirements and Tender status
• Maintaining bid database and bid information for easy use by internal staff
• Formatting and compiling of bid submission documents
• Administer and maintain the pipeline on Ozone CRM system
• Assist Bid Manager in obtaining relevant information for client responses and projects
• Maintain technical database of facilities/responses
• Account Management functions as and when required
• Form part of the bid teams and inputs from key stakeholders, typically engaging with sales, marketing, product teams, finance, commercial, legal and project management / delivery.
• Prepare and review the commercial aspects of the bid, ensuring all products / services are included in the final price to the customer.
• Contributing to the written proposal - both in terms of content and presentation (such as providing guidance around the executive summary).
• Ensure timescales are achieved at each step of the bid process, including all internal governance, while taking the initiative in setting realistic deadlines.
• Ensure on-time submission of compliant and commercially sound bids.
• Co-ordinate and plan all client presentations required as part of the bid submission.
• Drive continuous improvement, through post-bid reviews, both internally and with customers.

Requirements

SKILLS REQUIREMENT

Proven ability in delivering winning technical bid and tender opportunities. Ideally has a background in solution selling and experience of bid management. Must be an excellent communicator and comfortable working at Exco level (internal and external customer).

• Analysing the tender document to understand the needs of the client
• Planning bid preparation to ensure that deadlines are met
• Editing or rewriting previous tenders to reuse relevant material
• Liaise with other teams and senior stake holders to ensure submissions are made on time and to the required quality
• Excellent communication skills, especially written English grammar, spelling & vocabulary, combined with the ability to understand technical concepts and tender questions then provide clear concise responses whilst working to tight deadlines and challenging targets
• Collating materials provided by various departments and ensuring a uniform tone across the overall document 
• Develop knowledge of business, its products and services by reading and review previous bid and design documents and spending time with pre-sales, technical and commercial functions
• Ensuring that the bid is accurate and delivered on time
• Review and improve other customer materials and develop a consistent set of standards for other commercial functions to follow Develop a set of standard templates for less complex bids
• Strong time management and organisational skills
• Proven technical knowledge to respond to tender/RFP queries
• High proficiency with MS Office (Word, Excel and PowerPoint)
• Strong teamwork and interpersonal abilities
• Deadline-driven and committed to excellence. Proven ability to work to tight deadlines
• Methodical with excellent attention to detail
• Good communication and writing skills
• Adaptable and flexible

QUALIFICATIONS AND EXPERIENCE

• Completed Grade 12
• Min 5 years data centre or ITC industry experience or IT technical exposure
• Previous experience of tenders

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Description

• The role will also be responsible for preparing client reports, identify risks and quality trends from the data and driving continuous improvement to ensure Teraco meet Service Level Agreement.  In addition, this role will be responsible for assisting with maintaining and developing client BMS reports, predominately on the environmental & power monitoring system. This role is require to be able to proactively identify SLA trends that require intervention, and to ensure that the parties responsible for correctives are attending to the correctives timeously, to avoid SLA breaches. 

KEY RESPONSIBILITIES

• Analyse non-standard SLA agreements, in consultation with the service delivery agent, and ensure that SLA reporting is implemented proactively to measure performance against non-standard SLA. In regards SLA which are not measurable via existing metrics, ensure that the responsible department implement the appropriate controls and procedures to ensure SLA obligations are met.
• Analysis and interpretation of SLA data; Identify, analyze, and interpret trends or patterns in complex data sets;
• Filter and “clean” data by reviewing reports, printouts, and performance indicators to locate and correct code problems;
• Evaluate performance against Service Level Agreements and Operational Level Agreements;
• In consultation with the relevant department & analyst, develop SLA and other report sets for ESG, Service Management; Service Desk Reporting, as appropriate, and where possible identify where these reports can be deployed in Ozone as dashboards; (develop proof of concept reports and then collaborate with the Software Development Team to execute in Ozone);
• Identify potential or actual breaches;
• Ensure that drill down analysis is performed where necessary to identify root causes of trends;
• Analyses and reporting performance trends and problem impacts;
• Produce gap analysis;
• Collate monthly client service level reports;
• Work with the BMS Manager to maintain and prepare new BMS reports, predominately on the EBO & PME reports system, to monitor and alert as per SLA parameters..
• Work with management to prioritize business and information needs (note, some of these needs may not be directly related to SLA management i.e. broader data analysis requirements)
• Collaborate with other departments (Software Development and Infrastructure Management) to ensure that correct source data is utilised, data is corrected at source and not unnecessarily duplicated;
• Manage risks associated with access to the information assets/systems.
• Log tickets for action, where required, and drive to resolution.
• Identify appropriate technology solution for dashboard reporting, develop and implement.

Requirements

KILL REQUIREMENTS

• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
• Adept at queries, report writing and presenting findings
• High affinity for attention to detail with good admin skills
• Strong verbal and written communication skills
• Proactive problem solver
• Attention to detail
• Persuasiveness & collaboration – ability to work with senior managers in the business to drive correctives to address SLA breaches or negative trends.
• Ability to work independently & as a positive team player
• Self-motivated
• Conducts self professionally, exhibits high levels of tolerance and patience
• This role is expose to confidential information, and therefore requires the ability to show judgement and not to disclose confidential information or any information that may damage Teraco, without explicit approval of the CEO & Information Officer

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• Bachelor degree in Mathematics, Economics, Computer Science, Information Management or equivalent preferred, but not mandatory. Note, advance statistical skills not required;
• Minimum 5 years’ experience in an analytical role;
• Power user of MS Excel and ability to write macros;
• Minimum 3 years prior experience in SLA management.

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Description

• Complete administrative duties for the sales team, such as scheduling appointments, answering customers' questions and informing customers of their order statuses
• Work together with the Sales Support Specialist to successfully develop and control the sales processes & systems in support of the overall sales effort to win new business and support existing clients.

OBJECTIVES MAIN FUNCTIONS OF THE JOB

Lead generation support

• Attending to incoming leads in CRM
• CRM Portal Management
• Research and assigning of leads by vertical to Sales Execs
• Keep record of inbound and outbound leads

CRM

• Management and maintenance of CRM Data
• Update price increase on opportunities
• Ensure that customer information is up to date in CRM
• Ensure all client details remain up to date on the CRM system

Client support

• Attending to client queries
• Investigation and resolution of client queries through interaction with all stakeholders, internal and external
• Generation of all paperwork pertaining to assigned accounts

Sales Team support

• Support of the day-to-day activities of Sales team
• Raising MSA’s and raising new business Service Orders (Cabinets/ Power and Satellite)
• Sales/Operation meeting minutes and actions capturing
• Scheduling meetings and sales appointments
• Custodian between Sales and Service Delivery Manager (SDM)

Requirements

SKILLS REQUIREMENT

• Good communication skills; written and oral.
• Strong administration and co-ordination skills
• Strong Numerical skills
• Meticulous and Analytical
• Active listening – ability to understand requirements
• Good ability to collaborate with Managers in designing effective presentations
• Proactive problem solver
• Process driven with the ability to balance the need for strict processes and the need to put clients first
• A team player who realises their role in the bigger goal of the team and company
• Creativity and ability to identify areas of improvement
• Conducts self professionally, exhibits high levels of tolerance and patience
• Responsible for continued learning and self-development

QUALIFICATIONS AND EXPERIENCE

• Minimum Matric qualification
• At least 2 years experience in sales process oversight and sales support
• Proven sales CRM/systems experience
• Proven experience in data analysis and generation
• Proven experience in client facing interactions
• Extensive knowledge of Word, Excel (pivot tables, graphical representation) and Powerpoint features

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OBJECTIVES 

Main Function of the Job:

• Support the Data Centre Management & Site Supervisor with administrative duties.
• Manage Calendars, Schedule Meetings, Appointments & Site access (Internal & External).
• Compile Meeting Minutes & Distribute.
• Prepare training packs and organisational reports as needed.
• Manage departmental internal & external training.
• Responsible for managing duty and shift rosters across all teams.
• Request quotations, raise purchase order requests & processing invoices.
• Responsible for all testing instruments databases and annual/quarterly calibration thereof.
• Managing Tools, Uniform & Health & Safety Registers in line with Teraco HSE policy.
• Keep stock of supplies, tools, PPE & critical spares and place orders when necessary.
• Arrange and receiving of stock shipped between branches and regions.
• Purchasing and managing stock and conducting monthly stock take.
• Printing, scanning and uploading job cards and all supporting documentation to asset management systems, with a strong focus on quality of information and completion of reports.
• Follow up with internal and external contractors to receive and review outstanding maintenance and installation documentation in a timely manner.
• Collaborate with on-site maintenance team and external contractors to ensure that company assets are maintained and repaired to meet company objectives and standards.
• Schedule and manage all site maintenance, planned and unplanned events and updating maintenance calendar.
• Review working methods to ensure all SLA’s are maintained and achieved.
• Oversee daily activity of all teams and schedule and signing off jobs within pre-defined timelines.  
• Creating, distributing, following up, updating tickets & closing of tickets.
• Managing & Updating of Incoming Alarms & dispatching of technicians.
• Logging call outs with service providers and closing off calls once complete during business hours.
• Collate, manage and closing off call outs raised outside of business hours.
• Client notifications for all relevant maintenance, repairs and outages.
• Client specific incident reporting in the event of issues arising on site.
• Assisting with Ad hoc duties in and around the office and facility.
• Updating internal communication groups when issues arise.
• Ensuring handovers are compiled and actioned and followed through.
• Liaise with Management team to schedule daily/weekly/monthly installation schedules across all teams.
• Weekly Ticket reporting to be presented to Data Centre Manager with updated and actual status.

Requirements

Skill Requirements

• Good technical abilities. 
• Office administration knowledge.
• Effective communication skills, active listener – ability to understand requirements.
• Proactive problem solver, perform rapid and accurate assessments.
• Ability to work independently, as well as being a positive team player.
• Self-motivated and able to work unsupervised.  
• Conducts self professionally, exhibits elevated levels of tolerance and patience.
• Responsible for continued learning and self-development.
• Quick response to potentially critical situations.
• Trouble shoot systems and components to identify root causes of failures.
• Implement corrective actions promptly to mitigate the negative effects of system changes.
• Advanced Microsoft Office skills.

Qualifications and Experience

• Up to 2 years of office management or administrator experience.
• Minimum 2 years relevant data centre experience would be advantageous but not an absolute requirement.
• Good knowledge of data centre and critical infrastructure environments would be advantageous.