Business unit, Department, Reporting Business Unit Digital Platform Solutions Department Digital EAS – Outsourcing & AMS Position reports to Senior Manager: Delivery Job grade M6 Core Description Responsible for leading a team delivering Vodacom Service Desk offerings and solutions in accordance with operational and service level agreements.
Must also ensure effective services are delivered according to the agreed contracts with clients by performing planning, people and SLA management.
Key Deliverables / Primary Functions Manage procedures; ensuring service levels are well-maintained; documenting, tracking and monitoring problems Supporting team members; suggesting improvements for processes; training and mentoring team members.
Liaising with vendors; installing and upgrading software and other requirements, and accessing software updates, and overseeing development and improvement process.
Evaluate operational efficiencies, trends, work instructions and leverage on best practices for continuous improvement Perform the customer liaison function related to client's meetings and reviews, escalations and service improvement plans in order to maintain client relations related to allocated area of responsibility Prepare and present of monthly SLA and volume reports used for monthly customer meetings Manage and motivate staff to ensure optimal performance against agreed targets Perform team related human resource and industrial relations activities Manage delivery on Service Desk operational objectives SLAs and KPIs related to the allocated team Manage, and continuously improve quality of output of allocated team and individuals Identify, escalate and implement activities to mitigate operational risks Effectively manage compliments and complaints through corrective action including coaching, counselling, disciplinary hearing and monitoring Motivate and coach subordinates in support of performance excellence, employee engagement, innovation and transformation.
Manage the team budget and provide financial reports as required Core Functional Skills & Capabilities Cloud Management Customer Service IT Service Management Infrastructure Technology Analytical and Problem Solving Core Behavioural Competencies Job Match Culture Match Analysing Applying expertise & Technology Delivering Results & Meeting customer expectations Leading and supervising Planning & Organising Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology OR NQF 4: Grade 12 Additional Education -Preferred /Advantage Experience 3 years' experience in Service Desk in IT Industry with at least 2 years at a supervisory level OR Grade 12 & 5 years' experience in Service Desk in IT Industry with at least 2 years at a supervisory level Certifications ITIL Foundation ISO 9000 Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control : 0 Level of Engagement : Engagement will all levels within the organisation, internal and external to the business.
Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both required Workplace / Physical Requirements Billable Full-time Client Based Position Hybrid Remote Worker