Fresh Jobs at Astron Energy (Pty) Ltd.

The Service Manager works across teams and is responsible for synchronising efforts to maintain high quality services across the enterprise. The role is responsible for managing the IT service catalogue and service transition, management and operations. The service manager monitors all performance metrics and ensures that service delivery meets all service level agreements (SLAs), with full responsibility for continuous service improvement. Working with other technical and execution leads the Service Manager will provide a flexible and agile service capability that is both responsive to business change whilst ensuring a solid and reliable delivery platform. This role is also responsible for incident, service request, problem and change management across the IT function. This role forms part of the IT leadership team.

The Service Manager works across teams and is responsible for synchronising efforts to maintain high quality services across the enterprise. The role is responsible for managing the IT service catalogue and service transition, management and operations. The service manager monitors all performance metrics and ensures that service delivery meets all service level agreements (SLAs), with full responsibility for continuous service improvement. Working with other technical and execution leads the Service Manager will provide a flexible and agile service capability that is both responsive to business change whilst ensuring a solid and reliable delivery platform. This role is also responsible for incident, service request, problem and change management across the IT function. This role forms part of the IT leadership team.

• Manage a team to deliver IT service delivery objectives and to add value to the business in order for it to meet its strategic objectives.
• Develop, manage, and administer service management levels and service management framework
• Accountable for management of all SLAs, metrics and ensure all enterprise IT services are accomplished according to SLAs
• Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for IT provided services
• Develop service delivery SLAs, OLA’s, policies and procedures where required
• Actively involved in creating and deploying/transitioning IT services alongside other IT groups with input from the business
• Service management performed with the customer, simplicity, speed, agility, accuracy and efficiency in mind (always time to do it right, the 1st time)
• Monitoring response times; evaluating user satisfaction levels and making recommendations for improvement
• Takes ownership and ensures proactive closure for problem reports that fall within area of responsibility
• Monitor, measure, report and review current performance of services and components in the enterprise IT environment and ensure IT capacity meets business needs
• Works with Service Desk team lead in setting priorities and focus areas for the service desk agents
• Custodian of the on-boarding and off-boarding processes and works closely with IAM to ensure compliance
• Provide mentorship and coaching to service desk agents, continuously enhancing the customer experience
• Ensure high levels of customer satisfaction with delivered services
• Provide and maintain a single source of consistent information on all IT services delivered to the business
• Serves as a point of escalation (notification) for major incidents
• Works with management and the business to identify and prioritize service improvement
• Builds and maintains business relationships
• Responsible for incident, service management, problem and change management reporting across the IT function, leveraging the existing operations in Infrastructure and SAP, thereby providing a single view of IT reliability, incidents, problems and root cause analysis.

Professional Qualification and Certifications:

• Bachelor’s Degree in Computer Science, Information Systems or other related field, or equivalent work experience.
• ITIL/ITSM certification preferred

 Work Experience: 

• 10 or more years IT experience in a corporate environment
• 5+ years in a customer facing role

Knowledge and skills:

• Strong knowledge of IT service management processes and experience in delivering improvements to these processes
• Excellent reporting skills and experience in statistical analysis and reporting
• Strong verbal and written communication skills
• Passionate about customer relationship management and service delivery
• Broad, extensive applications and integration knowledge, to include OS, DB, middleware, application layer, IoT, virtualisation/BI/PowerBI and cloud technologies
• Ability to work under pressure; in stressful situations to tight timelines on multiple initiatives simultaneously
• Strong interpersonal and teamwork skills
• A ‘can-do’ attitude
• Proven leadership and management skills

Key Processes Supported:

This role supports the day to day operations across the value chain. The service is 24 x 7 x 365 and requires people to be on standby to provide coverage.

Application deadline:

• 27 October 2022

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• Negotiate and renew Head Leases and Supply Agreements
• Improve volume and financial performance of a service station as result of Tenure Renewal process by improving the overall facility
• Review Refurbishment opportunities with the view of improving the performance of service stations
• Review opportunities to purchase property from existing landlords/customers by performing the appropriate due diligence and financial analysis
• Negotiating Lease and supply agreements with customers of Astron Energy
• Management of Relationships with Landlords, Agents &/ Property Owners and other appropriate external stakeholders
• Interfaces with Sales and Network Planning teams on a scheduled basis to develop and analyze network priorities.  This includes identifying site specific priorities and sequencing requirements for Class of Trade / tenure renewal shifts and being responsible for execution of planned actions related to network development and renewals of supply and lease agreement. 
• Meet and engage with the Retail Network team to determine the best layout for the Service Station in order to establish the baseline negotiation agreements
• Facilitate and coordinate with Finance for landlord additional financial support to enhance retail service stations and secure lease and or supply agreements.
• Management of relationships and influence with internal key stakeholders to meet terms of agreements and in a timely manner
• Developing profitable deals by building financial models
• Assessing risk and financial viability of agreements with Landlords, Agents &/ Property Owners
• Ensure that all asset write offs are completed as per procedure and all documentation completed and submitted to Finance.
• Positive and sustainable customer relationships to ensure continuity and credibility of negotiation and engagements 
• Conduit between Astron Energy and customer for all potential negotiations and secures and verifies valuation of real property and goodwill through an approved regional appraisal process. 

Professional Qualification and Certifications:

Financial Degree / post Matric qualification in Finance is essential

Work Experience:

• At least 3- 5 years in a similar field in negotiating property deals and refurbishments; Experience in Petrochemical Retail industry is preferred; knowledge of the petroleum industry regulations is preferred; Lease and supply agreement negotiations experience is essential

Knowledge and skills:

Understanding of South African oil industry Retail business, Understanding of South African Regulatory system especially environmental and property law, Financial Skills, Marketing, Property and property development, negotiation skills

Application deadline:

• 27 October 2022