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    • Senior Manager: Service Management - Johannesburg - Blue Label Telecoms

    Blue Label Telecoms
    Blue Label Telecoms Johannesburg

    1 month ago

    Default job background
    Description

    IT Recruitment Specialist/ Executive Search/ Talent Acquisition Specialist/ Employer Branding (EVP)

    JOB PURPOSE:

    Establish and maintain service management processes, frameworks, and standards to enhance service quality, reliability, and user satisfaction. Align technology solutions with business goals by managing a team for efficient and effective provision of IT services, support, and solutions. Collaborate with stakeholders, including IT teams, business units, and external vendors, to identify opportunities for service improvement and innovation. Stay abreast of emerging technologies and industry best practices to continuously enhance the organisation's technology service delivery, fostering a culture of excellence and adaptability within the IT service management framework.

    RESPONSIBILITIES

    Service Delivery Oversight

    • Ensure seamless execution and quality of technology services.
    • Supervise and optimise service delivery processes, monitoring adherence to service level agreements, and proactively identifying opportunities for improvement.
    • Uphold high standards of service excellence, contribute to the reliability and efficiency of technology services, fostering client satisfaction and maintaining alignment with organisational goals.

    Strategic Planning

    • Shape the future trajectory of technology initiatives to drive competitive advantage.
    • Develop and implement comprehensive technology strategies aligned with overall business objectives.
    • Analyse market trends, evaluate emerging technologies, and align technological investments with the organisation's long-term goals.
    • Cultivate a high-performing and cohesive team for service delivery.
    • Inspire, guide, and mentor team members, fostering a positive and collaborative work environment.
    • Ensure a high standard of the team's overall productivity, effective collaboration, and successful delivery of technology services.
    • Equip the team with necessary skills and resources to excel in their roles.

    IT Service Design and Transition

    • Orchestrate seamless transitions and ensure effective design of IT services.
    • Lead the planning, design, and implementation of new or enhanced IT services, guaranteeing that they align with business objectives and meet quality standards.
    • Manage the entire lifecycle of IT services, from conceptualization to operationalization, adapting to evolving technological landscapes while maintaining service reliability.
    • Establish, monitor, and continuously improve service level agreements (SLAs) to meet the evolving needs of the organisation.
    • Uphold and exceed service standards, leading to heightened client satisfaction and efficient service delivery.
    • Negotiate and manage expectations, fostering transparent communication between the technology team and stakeholders.

    Incident and Problem Management

    • Lead efficient responses to incidents, minimising downtime and mitigating the impact on users while proactively identifying and resolving underlying problems to prevent recurring issues.
    • Ensure continuous improvement, learning from incidents, and implementing preventive measures.
    • Oversee relationships with external technology vendors, ensuring that vendor partnerships align with organisational goals, deliver value, and meet performance expectations.
    • Optimise costs, negotiate favourable contracts, and mitigate risks associated with external partnerships.

    Budget Management

    • Develop, monitor, and manage budgets effectively, ensuring financial allocations align with strategic objectives and operational needs.
    • Control costs, allocate resources efficiently, and deliver value for investment.
    • Identify, assess, and mitigate potential risks that could impact service delivery.
    • Implement a risk-aware culture within the technology service team, establishing effective contingency plans.

    BEHAVIOURAL COMPETENCIES

    • Ensures Accountability
    • Communicates Effectively
    • Plans and Aligns
    • Customer Focus
    • Organisational Savvy
    • Decision Quality
    • Balances Stakeholders
    • Business Insight
    • Interpersonal Savvy
    • Situational Adaptability
    • Tech Savvy

    SKILLS

    • Action Planning
    • Planning and Organising
    • Policy and Procedures
    • Verbal Communication
    • Builds Customer Loyalty
    • Customer-Focused Approach
    • Masters Service Conversations
    • Review and Reporting
    • Compliance Management
    • Customer Service Delivery
    • Customer System Operation
    • Leverages Digital Communications with Customers
    • Policy and Regulation
    • Computer Skills
    • IT Testing
    • Provides Technical Support
    • Troubleshoots Technical Issues

    EDUCATION

    • Matric
    • A bachelor's degree in a relevant field such as Information Technology, Computer Science, Business Administration, or a related discipline.
    • Certifications in IT Service Management (ITIL), project management (PMP), or specific technology platforms are advantageous.

    EXPERIENCE

    • 8-10 years of experience in the field of technology services is essential.
    • 5+ years of managerial experience in leading teams responsible for service delivery, IT operations, or related functions.
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