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    • AVP IT Service Delivery Manager - Cape Town - EQ Plus

    EQ Plus
    EQ Plus Cape Town

    1 week ago

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    Description

    Job Description

    Summary: We are seeking a highly skilled professional to manage client portfolios, lead IT service delivery, and drive business value creation.

    Key Responsibilities:

    • Client Portfolio Management: End-to-end management of key accounts, focusing on IT service delivery, including call centre operations and technology.
    • Technology Solutioning and Delivery: Design solutions using SD-WAN/Internet/MPLS/Azure/Amazon Cloud/GCP, etc.
    • IT Service Management: Lead reviews of service delivery performance, focusing on SLA adherence and ongoing projects.
    • Compliance & Information Security: Ensure effectiveness in compliance and information security within client processes, especially for call centre data security and privacy.
    • Client Liaison: Collaborate closely with clients to understand their requirements and align expectations, particularly around cloud-based contact centre services/data and AI technologies.
    • Incident Management: Maintain a database of major incidents, capturing downtimes, application issues, and major outages.

    Requirements:

    • Experience with Call Centre Software Platforms (Avaya, Cisco, Genesys, Five9) in implementation, troubleshooting, and performance optimization.
    • Proficiency in Cloud Technologies such as AWS, Azure, Google Cloud.
    • Solid IT Networking background with foundational certifications required: A+ (CompTIA IT Fundamentals) and N+ (CompTIA Network+) including troubleshooting, networking fundamentals, and hardware/software support.
    • Familiarity with ITIL Framework, including Incident Management, Problem Management, Change Management, and Service Management within call centre environments.
    • Knowledge of Project Management Methodologies.
    • Professional working knowledge of MS Office, MS Project, Visio.

    Tech Qualifications:

    • Candidates must have the ability to multi-task, prioritise and manage daily work activities.
    • Ability to interface and communicate effectively at all levels within Internal Company and client organisations, particularly regarding call centre operations and technology.

    Process-Specific Skills:

    • Understanding of Enterprise Business Processes, IT Processes, and Service Delivery, with emphasis on Call Centre Operations and Call Centre Technology Management.
    • Ensure that the assigned targets in accordance with SLA are met.

    Job Description Overview:

    • End-to-end owner of key accounts from IT Service delivery perspective.
    • Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
    • Participate in ongoing Service Delivery Reviews (MBR/QBR) and also on new business growth calls with client/internal stakeholders.
    • Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
    • Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
    • Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
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