Job Opportunities at Nexio

ROLE PURPOSE

• The Service Assurance Manger is responsible for Services provided to customers who are selected based on their high Service Level Agreements on their strategic value to the business, monetary spend, number of sites, network complexity and a high demand for a focused group to manage these sensitive accounts. 
• The Service Assurance Manager is responsible for managing a team of engineers that cover all aspects of Service Desk, Service Assurance and Provisioning. 
• The Service Assurance Manager is responsible for ensuring the consistent and reliable delivery of IT services to meet the needs of the organization. This role involves monitoring service performance, managing incidents, and coordinating with various teams to maintain high standards of service delivery. The Service Assurance Manager will play a critical role in identifying areas for improvement and implementing strategies to enhance service quality and customer satisfaction.

ROLE REQUIREMENT

• Managing a team of engineers that cover all aspects of service Desk, Service Assurance and Provisioning. 
• This team manages a unique selection of customers with services that include MPLS networks, VoIP, Video Conferencing and Hosting across Sub-Saharan Africa. 
• Managing day to day operations of the team includes ensuring that they pick up and manage incidents and service requests timeously, providing prompt feedback to customers and suppliers, escalating with our supplier’s, ensuring SLA is met and delivering the highest level of service in the industry. 
• To ensure that both soft skills and technical training is conducted, coaching the agents and ensuring they pursue further studies to progress in their careers. 
• Setting KPI’s, conducting performance appraisals, performance management, disciplinarians, dismissals and recruitment.
• Prepare and present regular service performance reports to management.
• Maintain accurate documentation of service assurance processes and procedures.
• Act as the primary point of contact for service-related issues and escalations.
• Maintain strong relationships with key stakeholders and customers.
• Conduct regular service reviews with customers to gather feedback and ensure their needs are being met.
• Manage and resolve major incidents to minimize impact on business operations.
• Coordinate with IT teams and stakeholders to ensure timely resolution of incidents.
• Conduct post-incident reviews and root cause analysis to prevent recurrence

PROFESSIONAL COMPETENCIES

• Detail-oriented with a strong focus on quality.
• Proactive and able to work independently
• Strong leadership and team management abilities.
• Customer-focused mindset with a commitment to service excellence.
• Strong understanding of IT service management frameworks (e.g., ITIL).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities and work under pressure.

QUALIFICATIONS & EXPERIENCE

• Matric Certification (essential) 
• 3 Year Degree / equivalent Diploma in engineering / Information Technology / computer science (preferred) 
• ITIL certified  
• 5+ years on an ICT Service Desk environment 
• 3+ years’ experience in managing a team within a technical environment  
• Understanding of IP, GSM and Telecommunications / ICT industry 
• MPLS networks 
• Cisco products 
• Analysis and diagnosis of incidents 
• CRM / Service Management system such as Siebel, HP SD, Remedy, etc. 
• Product knowledge – Access services, Broadband services, VoIP, ECommerce,  
• Network diagnostic tools and methods 

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ROLE PURPOSE

• The Change Manager acts as a facilitator, responsible for the overall change management process. Enters the business needs, goals and objectives of the change and ensures they are accurate. Ensures the risk factors have been assessed and verifies the validity of the initial priority setting.

ROLE REQUIREMENT

• Liaise with the change requestor for business and technical queries and issues, if any
• Coordinate and conduct meetings with Change advisory board (CAB) to discuss higher risk changes
• Create an RFC (Request for change) and update its status whenever required. Check and decide an implementation date, ensuring that it doesn’t conflict with other activities
• Assess and manage the risk involved
• Test and implement the change
• Coordinate and communicate with the other impacted team prior to submitting the change
• Once the change is approved create a remedial case for the scheduled change. Execute the change as on the scheduled date and time. Update the remedy case.
• After successful completion provide closure status
• Document the change procedure after its implementation
• Ensuring that the Change Management process is fit for purpose
• Defining the Business Case for the Change Management process
• Ensuring that there is optimal fit between people, process, technology/tool and governance
• Ensuring that proper Key Performance Indicators are set
• Ensuring that quality reports are produced, distributed and utilized
• Integrating the process into the line organization
• Assisting with and ultimately responsible for the process design
• Defining appropriate policies and standards to be employed throughout the process
• Documenting and publicizing the process
• Defining Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process and design reporting specification
• Reviewing KPIs and taking the action required following the analysis
• Periodically auditing the process to ensure compliance to policy and standards
• Addressing any issues with the running of the process
• Reviewing opportunities for process enhancements and for improving the efficiency and effectiveness of the process
• Initiating improvements in the tool, process, governance mechanisms and people
• Reviewing integration issues between the various processes
• Communicating process information or changes as appropriate to ensure awareness
• Promoting the Service Management vision to top-level/ senior management
• Functioning as a point of escalation when required

PROFESSIONAL COMPETENCIES

• Ability to remain focused and persistent in the face of challenges.
• Techniques for managing stress and maintaining well-being during high-pressure periods.
• Willingness and ability to adapt strategies and approaches as needed.
• Understanding of organizational culture and how it affects change.
• Skills in developing and coaching employees to adapt to change.
• Ensuring that change initiatives align with the organization’s strategic goals and objectives.
• Understanding of relevant technologies and tools that support change management.
• Knowledge of how digital tools and platforms can facilitate organizational change.
• Ability to use software and tools to track progress and report on change initiatives.
• Ability to identify and analyse the needs and expectations of different stakeholders.
• Skills in engaging stakeholders and fostering a collaborative environment.
• Ensuring that change initiatives meet the needs and expectations of customers or end-users.

QUALIFICATIONS & EXPERIENCE

• Matric
• A+
• Other technical qualifications
• Experience with and knowledge of change management principles, methodologies and tools.
• Problem-solving and root-cause identification skills
• Microsoft Office (MS Word, MS Excel, MS PowerPoint)
• ITIL Foundation (Trained and Experience)
• 2 years previous Change Management experience
• 2 years previous IT experience
• 1 year Remedy/SNOW or relevant experience
   

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ROLE PURPOSE

• The Asset & Configuration Administrator is responsible for facilitating the lifecycle management of IT assets and configurations within the organization. This includes tracking and maintaining accurate records of all hardware and software assets, ensuring compliance with configuration management processes, and supporting IT service management (ITSM) practices. The role requires close collaboration with various departments to ensure efficient and effective use of IT resources.

ROLE REQUIREMENT

• Ensures that the Service Asset Management and Configuration Management Processes operate effectively and efficiently
• Maximizes the fit between people, process, and technology
• Implements and facilitates the organization’s Service Management and Configuration Management policies and standards
• Evaluation of proprietary Asset Management and/or Configuration Management tools and recommends those that meet the organization’s budget, resource, timescale, and other technical requirements
• Plans population of the Asset Management Database and/or Configuration Management System, the central libraries, tools, common codes, and data.
• Proposes and/or agrees to interfaces with Change Management, Problem Management, Release Management processes, and Network Management,
• Computer Operations, Logistics, Finance and Administration functions
• Monitors and controls the Service Asset and Configuration Management process, using qualitative and quantitative Key Performance Indicators
• Assists with audits of the Service Asset and/or Configuration Management activities for compliance with established Policies and Procedures.
• Produces reports and Management information, including impact analysis reports and Service Asset/Configuration status reports
• Must be an effective communicator
• Has knowledge of IT Infrastructure within their department 

PROFESSIONAL COMPETENCIES

• Strong organizational and analytical skills.
• Excellent attention to detail and accuracy.
• Proficiency in using asset and configuration management tools.
• Ability to work independently and as part of a team.
• Effective communication and interpersonal skills.
• Efficiently manage time and prioritize tasks to meet deadlines and handle multiple projects simultaneously.
• Ability to develop, maintain, and update comprehensive documentation for asset and configuration management processes.
• Demonstrates high ethical standards, integrity, and professionalism in handling company assets and confidential information.
• Takes responsibility for actions and decisions, ensuring accountability in asset and configuration management activities.

QUALIFICATIONS & EXPERIENCE

• Matric essential
• National Diploma in information technology, or a related field.
• Minimum of 1–2 years of experience in IT asset management, configuration management, or a related role.
• Experience with IT service management (ITSM) tools and practices.
• Demonstrated Familiarity with ITIL framework is preferred.
   

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ROLE PURPOSE

• The knowledge manager will be responsible for the success of the knowledge management (KM) framework implemented across site operations and will drive continuous improvement of this framework in collaboration with key stakeholders and the KM team members.
• The knowledge manager will develop the topic list and produce the structure of the content. In addition, this manager will promote sharing and enable content uptake and organizational learning strategy development utilizing the organization’s operational business processes, people, and systems.
• The knowledge manager will strengthen the seamless exchange of knowledge across site operations and other organizations where applicable. The knowledge manager will be responsible for the continued development and implementation of strategies, processes, and tooling for corresponding KM solutions as well as developing KPIs and team members within this framework.

ROLE REQUIREMENT

• Build, manage, and set the direction of the Knowledge Management Framework and knowledge management team members.
• Create, capture, organize, and assess knowledge assets for enterprise use.
• Coordinate with cross-functional organizations to align KM strategy with broader organizational learning strategies.
• Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements.
• Promote the use of knowledge management tooling and processes to facilitate sharing of knowledge.
• Build and drive the culture of knowledge sharing within site operations and serve as the advocate for KM initiatives within site operations.
• Support the development and implementation of training on KM processes and tooling.
• Create and review KPIs for adoption, usage of premier (high value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities for the organization.
• Assist with resource planning as applicable to strengthen and expand KM initiatives.
• Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales.
• Be the thought leader on KM Framework implementation within site operations and share learnings and best practices broadly within the Infrastructure Data Centre (IDC) organization.
• Understand and recognize key challenges/roadblocks to KM cultural change and develop effective programs to drive adoption and improve KM value.
• Bring relevant industry insights to incorporate into the KM Framework.
• Identify and evangelize success stories from the Knowledge Management Program.
• Design and develop incentive mechanisms to acknowledge and highlight active participants.

PROFESSIONAL COMPETENCIES

• Ability to articulate and drive a strategic vision for knowledge management within the organization.
• Ability to align knowledge management initiatives with organizational goals and strategies.
• Expertise in planning, executing, and managing projects, including defining scope, resources, timelines, and deliverables.
• Identifying potential risks in KM projects and developing mitigation strategies.
• Ability to analyse data to derive insights and inform KM strategies.
• An understanding of good content strategy, including how to manage assets throughout their lifecycle, the role of metadata and taxonomy, and structuring and providing access to content so that it is findable at the point of need.
• Knowledge of available KM data that can be collected and analysed, as well as how to interpret and leverage that data

QUALIFICATIONS & EXPERIENCE

• Bachelor’s or master's degree in information systems, Information Technology, Computer Science or other related disciplines.
• 6+ years of current proven experience in implementing KM strategies.
• Experience in building KM programs in the technology industry or within technical groups within a large, global organization.
• Experience communicating with and influencing senior leadership as well as framing discussions to gain Proven experience in leading teams to deliver impact.
• Managing a team that implemented a knowledge management framework.
• valuable feedback and experience.
   

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ROLE PURPOSE

• Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa’s transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey   
• Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.   

At Nexio, we have identified five major reasons why our people want to work for us:   

•  They get rewarded for their efforts   
• They have opportunity to work with high energy team    
• They form part of the Vodacom/Vodafone Group    
• There are opportunities to grow their careers  
• They build trust and Lead with a competitive culture.    
• The Availability and Capacity Manager is accountable to the Service Assurance Manager and Service Manager and performs the day-to-day operational and managerial tasks demanded by the process activities. 
• The role is responsible for ensuring that IT services and infrastructure are available to meet the needs of the business and its users. This role involves proactive management, monitoring, and improvement of IT service availability and capacity to ensure that services are delivered within agreed-upon levels. 
• The role is further responsible to ensure that there is adequate IT Capacity to meet required and optimized levels of service  
• The manager will work closely with various IT teams to forecast demand, manage performance, and mitigate risks. 

ROLE REQUIREMENT

• End-to-End Responsibility: Ensure that Service Availability and IT Capacity meet required and optimized levels of service. 
• Senior Management Visibility: Maintain visibility at a senior management level. 
• Customer Awareness: Understand the Customer’s business priorities, objectives, and business drivers, and the role IT plays in enabling these objectives. 
• Customer Service Skills: Possess strong customer service skills and awareness of IT capabilities. 
• Best Practices Adherence: Understand and interpret Best Practice policies and procedures to ensure adherence. 
• Influence and Negotiation: Exhibit good influencing skills and negotiation capabilities as the role often lacks direct authority over staff. 
• Competence and Knowledge: Possess the necessary competence, knowledge, and information to perform the role effectively. 
• Service Delivery: Ensure existing services deliver agreed levels of availability as specified in SLAs. 
• New Services Design: Validate that new IT Services are designed to meet required availability levels. 
• Incident and Problem Resolution: Assist with investigating and diagnosing incidents and problems causing availability issues. 
• Infrastructure Design: Participate in IT Infrastructure design, specifying availability requirements. 
• Event Management Systems: Develop requirements for new or enhanced systems for automatic IT component monitoring. 
• Supplier Requirements: Specify reliability, maintainability, and serviceability requirements for components from suppliers. 
• SLA Monitoring: Monitor actual IT availability against SLA targets and provide availability reporting. 
• Service Improvement: Proactively improve Service Availability and optimize IT infrastructure for cost-effective improvements. 
• Availability Planning: Create and maintain an Availability Plan to meet future business requirements. 
• Process Review and Improvement: Regularly review and audit the 
• Availability Management process for continual improvement. 
• Recovery Design Criteria: Create design criteria for new or enhanced infrastructure to ensure recovery capabilities. 
• Cost Justification: Work with Financial Management to justify costs of required IT Availability levels. 
• Testing Schedule: Maintain and complete an Availability testing schedule for all mechanisms. 
• Risk Management: Assist with the assessment and management of risks in collaboration with Security and IT Service Continuity Management. 
• CAB Meetings: Attend CAB meetings to provide impact assessments of RFCs on availability. 
• Communication and Promotion: Promote and communicate the Availability Management process to all stakeholders. 
• Escalation Point: Act as a focal point and escalation point for all Availability issues.
• Adequate Capacity: Ensure adequate IT Capacity to meet service requirements. 
• Capacity and Demand Matching: Advise senior IT management on matching Capacity and demand, optimizing existing Capacity. 
• Requirement Identification: Work with the Service Level Manager to identify Capacity requirements through business user discussions. 
• Usage and Capacity Understanding: Understand current infrastructure usage and maximum Capacity of each component. 
• New Services Sizing: Perform sizing on proposed new services or systems using modelling techniques. 
• Capacity Forecasting: Forecast future Capacity requirements based on business plans and usage trends. 
• Capacity Planning: Create and maintain a Capacity Plan in line with the organization’s business planning cycle. 
• Resource Monitoring: Ensure appropriate levels of resource monitoring and system performance. 
• Performance Analysis: Analyse usage and performance data, reporting on performance against SLAs. 
• Incident and Problem Management: Raise incidents and problems when capacity or performance thresholds are breached, assisting with their investigation and diagnosis. 
• Tuning and Optimization: Identify and initiate tuning activities to optimize and improve Capacity or Performance. 

PROFESSIONAL COMPETENCIES 

• Strong analytical and problem-solving skills. 
• Excellent communication and interpersonal skills. 
• Ability to work independently and as part of a team. 
• Proficient in using capacity and availability management tools and software. 
• Strong understanding of IT infrastructure, including servers, networks, and applications. 
• ITIL Foundation certification is required. Advanced ITIL certifications in Availability Management and/or Capacity Management are preferred. 
• Relevant technical certifications (e.g., Cisco, Microsoft, AWS) are a plus. 

QUALIFICATIONS & EXPERIENCE 

• Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree is preferred. 
• Minimum of 5 years of experience in IT Service Management, with a focus on Availability and Capacity Management. 
• Proven experience with ITIL framework and best practices. 
• Experience in managing complex IT environments and infrastructure. 
• ITIL Certification: ITIL® Foundation Certificate, with progress towards ITIL® Specialist Certificate – High Velocity IT 

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ROLE PURPOSE

• The Problem Manager is accountable to the Problem Management Process Owner, Operations Manager and Service Manager in a virtual reporting structure and performs the day-to-day operational and managerial tasks demanded by the process activities.  The Problem Manager will be responsible for managing the lifecycle of all problems. This includes identifying root causes of incidents, implementing corrective measures, and improving overall service quality. The ideal candidate will have a strong background in IT Service Management (ITSM) and a proactive approach to problem-solving.

ROLE REQUIREMENT

• Ensure that the Problem Management process is conducted correctly.
• Ensure that the Problem Management KPIs are met.
• Ensure that the Problem Management process operates effectively and efficiently.
• Ensure that Problem Management Staff are empowered in their jobs.
• Ensure that process, procedure and work instruction documentation is up-to date.
• Provide management and other processes with steering information
• Maximize the fit between people, process and technology.
• Promote the (correct) use of the process.
• Coordinate all Problem Management activities.
• Liaise with all problem resolution groups to ensure swift resolution of problems within SLA targets.
• Ownership and protection of the Known Error Database
• Gatekeeper for the inclusion of all Known Errors and management of search algorithms
• Ensure formal closure of all Problem Records
• Liaison with suppliers and contractors to ensure that third parties fulfil their contractual obligations with regards to resolving problems and providing problem-related information and data
• Arrange, run, document, and coordinate all follow-up activities relating to Major Incident Reviews
• Update the process and procedures documentation.
• Initiate and update the process work instructions.
• Monitor the Problem Management process, using Key Performance Indicators and reports.
• Function as a point of escalation for Problem Management Analysts
• Attend meetings with the Problem Management Process Owner and Problem Management Analysts
• Attend Change Advisory Board (CAB) meetings concerning Problem Requests for Change (RFC)
• Assess the possibility of the approval of any RFCs generated by the Problem Management process.
• Escalate to line management and the Problem Management Process Owner in case of a conflict between Process and Line Management. Escalation reports are sent to the Process Owners and line management.
• Coach Problem Management Process Analysts in the correct use of the process.
• Identify training requirements.
• Identify opportunities for improving the tools and techniques used.
• Identify improvement opportunities to make the Problem Management process more effective and efficient.
• Identify and improve operational alignment between various processes.
• Produce steering information in the shape of management reports.
• Produce steering information for other processes.
• Promote the correct use of the Problem Management process within all departments and sections.
• Audit and review the Problem Management process periodically

PROFESSIONAL COMPETENCIES

• High ethical standards and integrity in handling sensitive information and making decisions.
• Commitment to maintaining confidentiality and ensuring compliance with organizational policies and regulations.
• Ability to lead and motivate a team, providing direction and support to ensure successful problem management.
• Strong influence and negotiation skills to drive changes and improvements across the organization.
• Understanding of risk assessment and mitigation strategies to prevent potential problems.
• Ability to develop contingency plans and manage risks associated with problem resolution.
• Conflict Management

QUALIFICATIONS & EXPERIENCE

• Matric certificate essential
• Bachelor’s degree in computer science, Information Technology, or a related field.
• Minimum of 3-5 years of experience in IT Service Management or a related field.
• ITIL Foundation certification is required; advanced ITIL certifications are preferred.

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ROLE PURPOSE

• The Billing Role is a key business delivery function as it is responsible for the billing processing, maintenance, and integrity of the billing information on the system, as well as generation of accurate and timeous billing invoices, service request processing and escalations. An additional function of this role could include the validating and processing of monthly credit notes.

ROLE REQUIREMENT

• Billing Activations and Billing Processing
• Perform month-end checks and validations (excl. annual / bi-annual billing)
• Transfers
• Service Request Assignment
• Updating Invoice Details and PO numbers on Billing Systems
• Escalations on existing disputes (or as deemed priority by Management)
• Validate and resolve credits
• Validate and prepare account reconciliations upon request.
• Process Billing Service Requests within OLA and SLA agreed turnaround time.
• Resolve service requests (internal/external queries)
• Daily monitoring and evaluation of productivity stats
• Internal meetings to resolve customer queries.
• Invoice and statement resend / Itemized Billing
• Updating and maintaining Customer details on CRM system
• Responsible for daily, weekly, and monthly quality indicators and credit note volumes
• Validate credits, provide billing recons, and process credit note requests.
• Process manual and systematic credits
• Enforce the company business policy and process.
• Monthly credit provisioning
• Validate and process refund requests.
• SLA Credits & Internal accounts
• Updating Shared Drive / Intranet
• Implement quality checks and ensure compliance to SLA/ OLA contract to minimise revenue leakage and incorrect billing (penalties and missed billing)
• Quality (Enforce policy and processes to ensure compliance)

TECHNICAL / PROFESSIONAL COMPETENCIES

• Billing Experience in Telecom’s CRM Systems
• Comprehensive experience in Excel and other related Microsoft Office product Suite
• Comprehensive Billing experience related to reconciliations; account queries , credits; and customer management.
• Experience in dealing with high volume high priority Customer accounts.
• Siebel and Billing experience

QUALIFICATIONS & EXPERIENCE

• Grade 12 (Matric) essential
• Certification in Financial Management or accounting.
• At least 2 years’ experience in core billing environment, including extensive experience in billing/ escalations / managing service requests.
• Experience of working with Siebel advantageous
• Experience in telecommunications highly advantageous

LEADERSHIP COMPETENCY REQUIREMENTS

• Apply Analytical Thought Processes
• Equip the team by way of knowledge sharing.
• Encourage collaboration.
• Big Picture Solution Realization
• Holistic Organizational Understanding

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ROLE PURPOSE

• The purpose of this role is to support the development and execution of a real-time audit programme within the MSOC support organisation. The role is responsible for auditing the quality of customer-facing support interactions to ensure accurate, efficient, and compliant service delivery. The role will identify key areas for continuous improvement, assist in the implementation of corrective actions, and monitor compliance with service level management systems. By driving adherence to IT governance standards and real-time performance monitoring, this role ensures the consistent delivery of high-quality support services and fosters a culture of ongoing improvement.

ROLE REQUIREMENT

Quality Monitoring

• Assess customer interactions across multiple channels against established quality standards.
• Conduct real-time spot checks on both new and established procedures.
• Complete random and scheduled ticket quality samples to ensure consistency.
• Carry out outbound calls to customers to validate the quality of service rendered.

Analysis and Reporting

• Track and report on key metrics such as CSAT, first-contact resolution, compliance, and throughput.
• Provide regular audit information on IT compliance with Service Management tasks, including incident, problem, and performance management.
• Conduct internal real-time audit reviews and present actionable insights.

Training and Coaching

• Provide constructive feedback to IT service agents and guide improvements in technical accuracy, communication, and service quality.
• Recommend updates to training materials and knowledge bases based on audit findings.

Process Improvement and Compliance:

• Ensure conformance to processes and ways of working (WoWs), raising risks or deviations where necessary.
• Propose process improvements based on data from service performance data.
• Interface with stakeholders to ensure identified gaps are remediated within agreed timelines.

Stakeholder Collaboration

• Partner with stakeholders to advocate for quality throughout the service lifecycle.
• Work closely with stakeholders to address real-time issues, including risk tickets, throughput challenges, and quality concerns.

Continuous Improvement:

• Participate in the establishment of a Quality Audit Programme to effectively monitor IT service quality.
• Drive initiatives that improve compliance, service efficiency, and customer satisfaction.
• Champion a culture of ongoing improvement across the IT support organisation.

PROFESSIONAL COMPETENCIES

(Technical/Functional)

• Customer Service & IT Support Knowledge – Proven experience in a customer service or IT support call centre environment, with an understanding of customer expectations and service delivery standards.
• Quality Assurance Expertise – Hands-on experience in a quality assurance role, with strong capability in auditing customer interactions, performing real-time checks, and driving compliance.
• Real-Time Monitoring & Reporting – Proficient in quality monitoring systems and reporting tools to track, analyse, and present service performance and compliance metrics.
• ITIL & Service Metrics Knowledge – Familiarity with ITIL processes (incident, problem, and performance management) and service metrics such as first-call resolution (FCR), average handle time (AHT), CSAT, and throughput.
• Data Analysis & Insight Generation – Strong analytical and problem-solving skills, with the ability to derive actionable insights from ticketing systems and audit data.
• Coaching & Feedback Delivery – Skilled in providing clear, constructive feedback to agents to enhance communication, technical accuracy, and service quality.
• Process & Compliance Management – Strong understanding of IT governance, risk management, and adherence to data protection, regulatory, and company standards.
• Stakeholder Engagement – Ability to collaborate effectively with stakeholders
• Documentation & Procedure Development – Experience creating, refining, and auditing SOPs, training materials, and knowledge bases.

QUALIFICATIONS & EXPERIENCE

• Diploma or degree in IT, Business Administration, Quality Management, or a related field.
• ITIL Foundation certification. – must
• ITIL Practise certification – advantageous

Essential:

• Proven experience in a customer service or IT support call centre environment.
• Hands-on experience in a quality assurance or audit role, ideally within IT support services.
• Strong analytical and problem-solving skills with a high level of attention to detail.
• Excellent verbal, written, and interpersonal communication skills.
• Proficiency with quality monitoring systems, ticketing systems (e.g. SNOW, and reporting/BI tools.
• Solid understanding of IT service metrics such as First-Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).
• Working knowledge of ITIL principles, specifically Incident, Problem, and Performance Management.
• Demonstrated ability to provide coaching and feedback to improve performance and compliance.
• Ability to work effectively in a flexible environment.

Desirable:

• Familiarity with continuous improvement methodologies
• Experience conducting real-time audits, spot checks, or compliance reviews.
• Exposure to regulatory compliance frameworks and data protection standards.
• Experience collaborating with cross-functional stakeholders.

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ROLE PURPOSE

• The IT Asset and Configuration Manager is responsible for planning, tracking, control, analysis, and reporting of all hardware and software assets and configuration items. This role ensures the accuracy and integrity of the Asset and Configuration Management repository (CMDB) and aligns with IT governance, risk, compliance, and financial objectives.
• The function serves as the primary point of accountability for the life-cycle management of IT assets and configuration items (CIs) across the contracted scope. This includes developing and maintaining policies, standards, processes, systems, and metrics to optimise asset utilisation, manage costs, support service delivery, and ensure contractual and regulatory compliance.
• The role also oversees resources and vendor relationships required to deliver contracted services to clients.

ROLE REQUIREMENT
Asset and Configuration Management

• Lead IT Asset and Configuration Management (ITAM & CMDB) processes.
• Maintain an accurate repository of hardware, software, and configuration items throughout their lifecycle (procurement, deployment, usage, maintenance, and disposal).
• Optimise asset control, accountability, inventory management, and reconciliation with financial and IT systems.
• Ensure effective management of asset disposal, including compliance with environmental and contractual requirements.
• Oversee and improve the Configuration Management Database (CMDB), ensuring data accuracy, completeness, and alignment with ITIL practices.

Financial and Procurement Management

• Monitor and control IT hardware and software costs to maximize ROI.
• Manage cost center billing and budget alignment with Finance.
• Support procurement activities, including vendor negotiations, order processing, and contract renewals.
• Ensure effective management of software licenses and compliance with licensing agreements.

Compliance and Governance

• Establish and enforce policies, standards, and controls for IT Asset and Configuration Management.
• Ensure compliance with internal governance, ITIL/ITSM standards, and external regulatory requirements.
• Maintain and track contracts with vendors, suppliers, and leasing companies.

Service Delivery Support

• Collaborate with Service Management teams to ensure accurate asset and configuration data supports service delivery.
• Monitor and report on SLA compliance related to IT assets and configurations.
• Provide input into service delivery planning, control, monitoring, and reporting.

Vendor and Stakeholder Management

• Develop and maintain strong relationships with internal stakeholders (Service Management, Account Management, Finance, IT Infrastructure, and Architecture teams).
• Engage and manage third-party vendors and leasing partners to ensure service quality and cost efficiency.
• Ensure high levels of client satisfaction through proactive engagement and responsiveness.

Emerging Technology and Continuous Improvement

• Monitor emerging technologies and recommend improvements to asset and configuration processes.
• Lead initiatives to automate and optimise asset tracking, reporting, and lifecycle management.
• Identify opportunities to enhance productivity, reduce costs, and improve compliance. 

People Management

• Lead and develop the IT Asset and Configuration Management team.
• Allocate resources effectively to meet operational and project objectives.
• Provide coaching, guidance, and performance management to team members.

TECHNICAL / PROFESSIONAL COMPETENCIES

• IT Asset Management (ITAM) – End-to-end lifecycle management of hardware and software assets.
• Configuration Management (CMDB) – Managing, maintaining, and optimizing Configuration Management Database for accuracy and alignment with ITIL practices.
• Software Asset Management (SAM) – License compliance, software usage monitoring, and optimization.
• ITIL Frameworks – Strong knowledge of ITIL v4 processes (Asset & Configuration, Service Management).
• Financial & Procurement Management – Budget control, cost center billing, ROI analysis, vendor and contract management.
• Tool Proficiency – Experience with enterprise ITAM/CMDB systems (e.g.ServiceNow, BMC or equivalent).
• Governance & Compliance – Understanding IT governance, risk management, and compliance frameworks.
• ICT Infrastructure Knowledge – Basic knowledge of PC/Mac hardware, Microsoft OS, and networking (LAN/WAN) environments.
• Project Management – Ability to scope, plan, and execute asset/configuration-related projects across teams.
• Data Analysis & Reporting – Proficiency in analysing asset data, generating dashboards, and reporting for business and compliance purposes.

QUALIFICATIONS & EXPERIENCE
Minimum:

• Grade 12
• National Diploma in Information Technology, Computer Science, Information Systems, or a related field.

Preferred / Advantageous:

• Bachelor’s Degree in IT, Computer Science, Information Systems, or Business Administration.
• ITIL Foundation certification (v3 or v4).
• IT Asset Management (ITAM) or Software Asset Management (SAM) certification (e.g., IAITAM, SAM certification).
• Project Management certification (PRINCE2 / PMP) will be an added advantage.

Experience

• Minimum 5–7 years’ relevant experience in:
• IT Asset Management and/or Configuration Management at an enterprise level.
• Managing IT hardware and software assets across their lifecycle (procurement, deployment, usage, maintenance, and disposal).
• Software license management and compliance.
• Vendor, contract, and procurement management.
• Working with IT Service Management frameworks (ITIL, COBIT).
• At least 3 years’ experience in a supervisory or managerial role (leading teams, performance management, resource planning).
• Practical experience with IT Asset and Configuration Management tools (e.g., ServiceNow, BMC or equivalent).
• Experience working in large, complex organisations with multiple stakeholders (finance, infrastructure, architecture, service management).