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ROLE PURPOSE

• The Service Manager is accountable to the Manager: Service Management and performs the day-to-day operational and managerial tasks demanded by the process activities.

ROLE REQUIREMENT

• Keep aware of changing business needs.
• Ensure that the current and future service requirements of customers are identified, understood, and raised with the Account Management team.
• Technical involvement in allocated customers’ issues and providing recommendations in conjunction with Technical Service Teams.
• Ensure that improvement initiatives identified in service reviews are documented as a SIP (Service Improvement Plans) and acted upon and progress reports are provided to customers on a weekly basis.
• Accommodate any existing Service Improvement Plans / Programs within the Service Management process.
• Solutions Implementation with a focus on major and recurring incidents and work closely with resources from different Business Units to determine root cause when a deeper unknown cause is suspected and requires investigation. Involving System Architects, Transmission Networks, Account Managers, Engineers & Specialists. Process re-engineering and work-flow improvement.
• POCs (Proof of Concepts) used to provide clients with tangible corroboration of proposed Changes.
• Coordination of projects to remedy and improve existing services to customers networks.
• Monthly, Quarterly and Annual reviews. This includes a detailed review of all services, SLA (Service Level Agreement) Reporting, billing issues and any relevant strategic issues.
• Ensuring that ITIL best practice is followed.
• Triggering any Service Improvement Initiatives.
• Functions as a point of escalation for Service Management Analysts.
• Escalation of SLA (Service Level Agreement) breaches to Manager Service Management.
• Reporting on all changes, specified per service, process, department and any other Key Performance Indicators that is agreed with the Customer.
• Recommending service improvements and initiates Service Improvement Programs.
• Expedite any major incidents logged by their customers to ensure that service is restored as quickly as possible.
• End-to-end responsibility for ensuring that all Service Level Agreements (SLA) and Operational Level Agreements (OLA) with the customer are met and levels of Service optimized.
• Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent theirVisibility on a customer senior management level.
• Analyse and review Service Performance against the SLAs.
• Organise and maintain the regular Service Level review process with the Customer which covers:
• Review outstanding actions from previous reviews
• Review current performance
• Review Service Levels and Targets (where necessary)
• Agree appropriate actions to maintain / improve Service Levels
• Initiate any actions required to maintain or improve Service Levels and initiate Service Improvement Plans (SIPs) as required by the defined process
• Act as coordination point for any temporary changes to Service Levels required (i.e.: extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider, etc.)
• Attend Change Advisory Board meetings when appropriate.
• Identify improvement opportunities to make Service Management more effective and efficient.
• Ensure that the Service Level Management Key Performance Indicators are met for the assigned Customers.
• Ensure that the Service Management process operates effectively and efficiently

QUALIFICATIONS & EXPERIENCE

• The Service Level Manager should possess an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate for his or her specific process.
• A minimum of 3 to 5 years’ experience in an IT or Telecommunications environment is required.
• Proficiency in Microsoft Word, Excel and PowerPoint 
• Matric/Equivalent

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ROLE PURPOSE

• The Incident Manager is responsible for managing the process to restore normal service operation as quickly as possible to minimize the impact on business operations. This role involves leading the incident management team, ensuring that all IT service disruptions are resolved efficiently and effectively, and maintaining high levels of service quality. The Incident Manager is accountable to the Incident Management Process Owner and performs the day-to-day operational and managerial tasks demanded by the process activities.

ROLE REQUIREMENT

• Promote the Incident Management process
• Ensure the Incident Management process is used correctly
• Provide management and other processes with strategic decision-making information related to Incidents and potential problems.
• Ensure Incident Management KPIs are met
• Ensure that the Incident Management process operates effectively and efficiently through 1st, 2nd, and 3rd line support and Third-Party organizations.
• Ensure Incident Management Staff are empowered in their jobs.
• Maximize the fit between people, process and technology
• Work with the Service Desk Manager to ensure that the Service Desk is established as a Single Point of Contact within the end user community
• Ensure that remedial action takes place if it is discovered that contacts are going directly to second line or third line staff members instead of the Service Desk
• Provide the resolution of Incidents in a proper and timely manner as it is the end-responsibility of Incident Management. Ensure that Incidents are resolved in a proper and timely manner and the resolutions adhere to objectives set forth in Service Level Agreements
• Participate with the Incident Management Process Owner and Project Team in developing and maintaining the Incident Management Process, policies and procedures
• Drive the efficiency and effectiveness of the Incident Management Process
• Manage the work of the cross-functional Incident support staff (1st, 2nd and 3rd line)
• Produce Management Information
• Monitor the Incident Management process, using qualitative and quantitative Key Performance Indicators and make recommendations for improvement
• Play a key role in developing and maintaining the Incident Management systems
• Manage Major Incidents
• Function as a point of escalation for Incident Analysts
• Escalate to Line Management if Service Levels are threatened to be breached
• Coach Incident Management Analysts in the correct use of the process
• Identify training requirements of first line, second line and third line support staff and ensure that proper training is provided to meet the requirements
• Highlight customer and end user training and education needs through trending analysis and ensure that proper training is provided where necessary
• Contribute to the identification of recurring outages through trending analysis so that Problem Management is notified for assistance in eliminating recurring incidents that the business wants to eliminate
• Identify opportunities for improving the tools used
• Audit the Incident Management process
• Escalate to Line Management and the Incident Management Process Owner in the event of a conflict between process and Line Management
• Promote the Service Desk with the end-user community, through the maintenance of a webpage, info mails, bulletins and training Service Desk staff in communication skills, where needed.
• Provide Service Desk staff with appropriate information to enable them to perform their function effectively. This includes process information, technical knowledge, record allocation information, and access to Known Error information .

PROFESSIONAL COMPETENCIES

• Adhere to operational processes in the NIST CSF and MITRE ATT&CK framework
• Adhere to the technical methods in the playbooks.
• Prior experience to advise, plan, deploy, configure, manage and monitor large scale and complex cyber defence and IT risk management and information or cybersecurity solutions.
• Prior experience in security incident management.
• Proficiency in preparation of reports, dashboards, and documentation.
• In-depth knowledge of security concepts such as cyber-attacks and techniques, Threat Vectors, Controls/Compliance, Risk Management and Incident Response.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum of 2 -3 years of experience in IT service management, with a focus on incident management.
• Proven experience in leading and managing critical incident responses.