Ops Manager: Service Delivery

Job description:

Core Description Responsible for managing the Call Centre SLA in accordance with standard processes and procedures, manage problems and identification of SIPs and CSIs, P1 and P2 incidents and escalations and proactively identifying and managing business risks while being the single point of contact between the customer and the organisation.

Key Deliverables / Primary Functions

• Service Delivery Management and service Improvement.
• SLA Management and Communication with Client and 3rd Parties
• Operational Documentation, drafting policies and procedures and implementing these policies and procedures.
• Ensure that the Service Catalogues are understood delivered and managed.
• Manage the content, frequency and contact groups of reports from CC to stakeholders.
• Effective Management and trending of all incidents logged.
• Identify opportunities for Service improvements (SIPS / CSIs) and optimisations (Decrease in Sev1 and Sev2 calls).
• Regular feedback of progress of SIPs.
• RCA Reports received from resolvers for presentations at IT Forum for Trend and RCA Analysis.
• Ensure that ITIL principles are embedded.
• Ensure that SLAs are clearly understood and communicated to all relevant stakeholders.
• Support SSIM with Service Delivery on behalf of the client through the IT forum.
• Manage Priority 1 and 2 communication to all Stakeholders.
• Identify and Manage Joint Response for incidents requiring multiple resolvers.
• Support SSIM and prepare weekly and Ad-hoc reports.
• Complete Service Review presentations.
• Conduct review of call types and categories every 3 months and update as appropriate to ensure effect reporting.
• Conduct 6 monthly reviews of CC training material.
• Store Project Service Delivery and team documentation in the appropriate.

Core Functional Skills & Capabilities Service Level Agreement (SLA) Management Risk Management Stakeholder management Problem and Issue Management ITIL Processes and management Core Behavioural Competencies Job Match Analysing Relating and Networking Working with people Presenting and Communicating information Following instructions & procedures Minimum Qualifications NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer Science OR Grade 12 (NQF4) and 5 years experience Additional Education -Preferred /Advantage Experience 3 years Service Delivery in an IT environment
OR
5 years Service Delivery in an IT environment
Certifications ITIL Foundation (Preferred) Cobit Foundation (Preferred) Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of ControlManagerLevel of Engagement Interact with similar levels at client and various stakeholders within BCX

Special Requirements / Employment Condition Valid Drivers license Ability to work extended /long hours as and when required Workplace / Physical Requirements Full-time Office Based position. BCX is an equal opportunity employer, and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity.