To manage and control the resources required to deliver the contracted services to internal clients, by being fully aware of the status of all services provided to the client. Initiate interaction with the client for scheduled reporting, proactive incident, problem and change management, alerting/reporting and service status changes.Key Deliverables / Primary FunctionsAct as an intermediary between Octane and clients on all billing queries, expediting where necessaryEffective Management and trending of all incidents loggedIdentify opportunities for Service improvementsEnsure that SLA's are clearly understood and communicated to all relevant stakeholdersPerform monthly forecasting of cost of sales, operational expenditure, and financial projections. Assist in the creation and management of a budget for the area of responsibility. Prepare financial reports based on prescribed formatAssess, manage and monitor financial risks, and identify new opportunities to obtain and save fundsMaintain solution delivery relationships from inception to completion of a serviceMonitor the level of client satisfaction at regular intervals or after each significant delivery of product or service and respond to clients' queries and complaints ensuring that corrective action is takenEncourage clients to take part in the continuous improvement of the products and services suppliedDevelop and negotiate SLA's with the client communities based on the required service to be provided and ensure that the third-party suppliers are managed by the respective divisionsProvide proactive and reactive incident management and monitor the timeous response to call requests and incidents logged through to resolutionConduct quality audits to assess the ongoing success and effectiveness of the service delivery processCore Functional Skills & CapabilitiesRelationship ManagementService Delivery ManagementStakeholder CommunicationCore Behavioural CompetenciesJob MatchRelating and NetworkingPresenting and Communicating informationWorking with peopleDeciding & Initiating ActionMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce or relevant certificationOR NQF 4: Grade 12Experience5 years of experience in IT Service Delivery to clients within a fuel environment.If the highest qualification is grade 12, 7 years of experience in IT Service Delivery to clients within a fuel environment.CertificationsCertification in ITIL Service Management and Service Delivery modulesICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)Level of Engagement & Span of ControlSpan of Control: Direct 7Level of Engagement: Interact with similar level, ME, Chiefs and others outside of business.Special Requirements / Employment Condition
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