Itil Certified IT Manager - Johannesburg, South Africa - People Dimension

People Dimension
People Dimension
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description
Introduction

A well-established company based in Midrand, Johannesburg is looking for a ITIL certified IT Manager to join their team.

Send your CV to hr5peopledimension (dot) co (dot) za.


Duties & Responsibilities:


  • Monitor daily Backlog (Download from Compass), Coordinate repair activities with technicians and report progress by COB every day.
  • Manage technical escalations and Raise technical tickets with respective Vendor where required.
  • Coordinate customer escalations with Vendor customer relationship team (CRT)
  • Provide Daily/Weekly/Monthly reports and presentations based on Vendor requirement.
  • Supervision of the customer support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.
  • Development of staff to ensure skills levels match both current and future operational and customer requirements, including training and certification of technicians.
  • Develop interlocks between team and the rest of Service Operations teams.
  • Develop team targets.
  • Working with supervisors to improve staff performance.
  • Forecast, plan and set up business strategies.
  • To leverage knowledge and skills in the timely operation of the unit.
  • Drive operational performance and ensure proactively and business initiatives. Forecast, plan and set up business strategies.
  • To leverage knowledge and skills in the timely operation of the unit.
  • Drive operational performance and ensure proactively and business initiatives.
  • Responsible for managing & leading a team of dedicated Technical support professionals (Locally and Globally) in full filling the Customer Support contracts (KPI's / Lead Times) for Regional customers.
  • Handle customer management escalations, work under extreme pressure, handle emergencies, coordinate with different stake holders.
  • Conducting Periodic reviews with the customer to analyze issues and their trends to take proactive measures to maintain SLA and to exceed client's expectations.
  • Knowledge of service management integration and ITIL.
  • Measuring client satisfaction via client surveys and the continued growth and expansion of services and solutions.
  • Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.
  • Conduct regular in depth service and process audits.
  • Employee retention, motivation and training.
  • Focus on grooming people from L1 to L2, L2 to L3 within select timelines.

Experience & Qualification Requirements:


  • Must have ITIL certification.
  • Must have experience managing 2030 members of a team.
  • Needs to be skilled in handling people, complete operations and technical aspects.

Experience:

year as an IT Service Manager.

  • Experience with handling teams.

Qualifications:


  • National Diploma in IT

Package & Remuneration
R R CTC (Experience dependent)


Interested?
Medical aid benefits and the position is office based.
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