Subscribe to Job Alert
Join our happy subscribers
Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us
Content+Cloud is one of the UK’s leading technology services, solutions and support providers, with a passion for helping ambitious organisations and their people to succeed. We believe in helping to create a world in which organisations grasp all that technology can offer, improving results and the experiences of their people. We work with a wide r...
Description
We are looking for an experienced Operations Manager to join our Content + Cloud Team in Cape Town and provide support to one of our many clients.
The Support Operations Manager holds a key position leadership and is considered a senior member of the team. The Support Operations Manager is responsible for the overall management of the customer facing support teams and functions, which includes first-time-fix support and remote support (which make up the Service Desk); Each support service function has its own set of capabilities and key responsibility areas that finally contribute to the organizational goal. The Support Operations manager plays a vital role in maximizing the output of the various support services as well as being a contributor towards the achievement of the company’s strategic and operational targets and overall business aims.
Generic Duties and Responsibilities
Coordinate, manage and monitor the functions and team members which are part of the Support Services Operations team (as listed above) with the use of SLA’s and KPI’s.
Capacity planning and ensuring that production departments have sufficient time and resourcing to deliver on time according to customer demand.
Establish efficient and flexible work schedules and managed overall resource Schedule planning.
Manage and drive the accurate capturing of timesheets and trending forecasts.
Improve processes and policies in support of Support Services goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
Assist in recruitment and placement of required staff; establishment of organizational structure; delegation of tasks and accountabilities. Monitor and evaluate performance in partnership with the People and Talent team.
Monitor, manage and improve the efficiency of support services and facilitate coordination and communication between support functions.
Maintain proactive, dynamic and effective communication with customers and internal personnel.
Co-ordinate and drive effective onsite support services and deliver against agreed KPIs and customer expectations.
Pro-actively identify potential operational risk and determine suitable mitigation factors to minimise the risk.
Respond appropriately and dealing with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
Take ownership of incidents allocated to the relevant team’s ticket queue and professionally manage them through to resolution or escalation.
Ensure that the working environment is conducive to high quality performance and service.
Work with the Support Services Process Manager to recommend innovative business and technical solutions to improve operational effectiveness.
Tracking of customer survey feedback along with the Process Manager and Quality Assurance team to identify appropriate mitigations in relation to people; process and product.
Initiate meetings with stakeholders in support service-related instances to resolve issues or collaborate as required
Possess excellent personal organisation and business administration skills in accordance with best practice methods
Ability to build a high-performance team who can operate efficiently; effectively; productively and cost effectively
Monitor staff performance and evaluate employee efficiency which must be documented during the process of performance meetings with each direct report a minimum of twice annually.
Willingness to learn; improve and adapt
Health and Safety
To comply with Health and Safety legislation, following Content + Cloud processes to ensure your own safety and the safety of others.
Requirements
Specific capabilities required
ITIL foundation certification
Proven experience in relation to setup and maintenance of ITIL processes.
Previous experience of working in a highly pressurised environment.
Excellent analytical and problem-solving skills
Deep understanding of the core business of the company and the avenues for growth
Ability to compose data into reports and interpret against forecasting
Verbal communication – professional phone manner and ability to match the customer’s style/level of communication
Written communication – ability to write professional emails and document knowledge clearly and concisely
An appreciation for understanding how to deliver against service expectations
Shows initiative at every leve
Generic essential individual attributes
Excellent time-management and prioritisation abilities.
Meeting with employees to hear grievances and institute policies, as well as seeking feedback on policies and procedures.
Ability to make quick and effective decisions.
Ability to keep others motivated.
High level of attention to detail and analysing data to identify potential risks to operations.
Ability to listen and interpret customer needs.
Excellent customer service skills
Calm but positive and responsive under pressure
Honest, responsible, diligent, strong sense of integrity; organised and knowledgeable
Benefits
Job Type: Permanent
Role based out of our Century City offices (currently working remotely)
40 - 45 hours per week (Based on UK time zone)
Retirement Fund & Medical Aid
Death, Funeral and Disability cover
20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)
Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)
Continual professional development plans
Description
We are looking for an experienced Team Coordinator to join our Content + Cloud Team in Cape Town and provide support to one of our many clients.
A Team Coordinator’s role is to undertake technical support duties and manage/co-ordinate a team of Support Services engineers servicing request fulfilment and offering guidance to end users, whilst assisting the Team Manager/Leader to co-ordinate team activities. The engineer must possess excellent verbal communication skills as well as good analytical and technical skills and continually look to improve Service. In addition, they need to collaborate with the entire Operations team with positive communication and sharing of knowledge and information. Working closely with the Team Manager/Leader to aid coordinating team activities, training, scheduling, monitoring, and documentation
Duties and Responsibilities
Requirements
Background, Experience and Skills
The successful candidate should have:
Technical
Desirable experience supporting:
Benefits
Description
As a ServiceNow Solution Consultant, you will be part of a growing team, working to support, develop and enhance the ServiceNow ITSM/ITOM solution that underpins our growth and innovation as a leading Managed Service Provider.
The ideal candidate will have extensive experience in ServiceNow design and development, preferably in a consulting environment, with up-to-date Certified Implementation Specialist-ITSM. Additional specialist ServiceNow certifications such as CSM, Service Portal, CMDB, SAM, HAM, ITOM, ITBM would be an advantage. Scripting skills such as JavaScript, HTML and XHTML, XML, CSS, AJAX, Angular JS are highly advantageous.
Requirements
Leading client workshops and eliciting requirements
Developing stories/use cases and implementing them to agreed design standards
Configuring bespoke workflows and integrations
Configuring and customizing ServiceNow adhering to best practice principles, depending on business needs
Creating technical documentation where required
Providing technical expertise and support
Communicating with clients
Required skills and capabilities:
Certified ServiceNow Administrator
Certified Implementation Specialist-ITSM
ServiceNow Certifications nice to have: CSM, Service Portal, CMDB, SAM, HAM, ITOM, ITBM
ITIL Foundation Certified (optional)
Proficiency in ServiceNow administration, upgrades, integration, ongoing development within the platform, and problem identification, diagnosis and resolution
Benefits
Job Type: Permanent
Role based out of our Century City offices (currently working remotely)
40 - 45 hours per week
Retirement Fund & Medical Aid
Death, Funeral and Disability cover
20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)
Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
Use the link(s) below to apply on company website.
Build your CV for free. Download in different templates.
Join our happy subscribers