Ensure control of the incidents / Service Requests are in line with SLAsAct as the principal contact for incidents / escalations / updates in DurbanDefine and Deliver process improvements aligned with best practice and business objectivesEnsure team have resource available to support business operationsManage the relationship with our clients around incident managementBuild and maintain effective internal and external relationships always representing your function in a professional mannerManage effective and timely communication around ongoing technical issues internally and externally working with internal technical teams to ensure accuracy of informationEnsure all SLAs are defined met and escalated appropriately to 3rd lineProvide the SD KPI Dashboard on a weekly basis for DurbanBuild strong effective working relationships with internal and external stakeholdersPositively contribute to ongoing change programmes within the business, assessing and communicating the impact on your functionOwn and develop the procedure documentation for your functionProblem solver and technical mindsetHands on experience of technical solutions to support all business requirements.Self-starter with the ability to positively challenge the norm and influence the delivery management and support functions through personal gravitas and subject matter expertiseExtensive stakeholder management experience to Director level and beyondPractical experience of defining and delivering process/continuous improvementDemonstrable experience of being a collaborative and supportive managerExperience of delivering Service Desk services to a contact centre operation or other high volume end user businessAbility to create informative templates for effective communicationThe ability to work under pressure to tight deadlines in a fast-paced environmentAnalytical mindset with strong problem-solving skillsCome from a technical foundation and be able to show understanding of technical solutionsExperience of mergers & acquisitions, how to merger complex systems to one hosted solutionStrong background on Azure AD, Microsoft technologies and business solutionsIn depth knowledge of server and client hardware
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