Snr Spec: SIM

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Date: 22 Jul 2025

Location: Cape Town, Western Cape, ZA

Company: BCXP

Business unit, Department, Reporting

Business Unit

Cloud Platform Solutions

Department

Service Integration

Reports To

Executive: SIM

Grade

S4

Core Description

Lead the delivery of Service Integration Management in assigned areas, achieving and exceeding all relevant customer service and contractual agreements to achieve BCX strategic and operational goals and objectives.

Key Deliverables / Primary Functions

• Execute service integration management strategies, developing and implementing tactical and operational plans for the delivery of service integration management, to customers from all business units, collaborating with a range of BCX stakeholders to align relevant goals and objectives.
• Coach, lead, motivate, inspire and develop employees, in alignment with the BCX DNA, demonstrating a high level of engagement and talent retention.
• Leading with purpose by ensuring that all teams understand the overall vision, direction, delivery process and responsibilities for their teams and the department as a whole, within the context of the larger organisation.
• Oversee the day-to-day management of the contracted IServices, ensuring that IT services and infrastructure are delivered efficiently and effectively in support of customer business goals and objectives.
• Responsible for all relevant aspects of assigned P&L, budget and resource utilisation performance, collaborating with other relevant business unit executives to support the alignment and achievement of customer and BCX goals and objectives.
• Identify, monitor and analyse relevant service integration management key performance indicators for the full contract life cycle, collaborating with stakeholders to take advantage of current and expected trends and changes, mitigate risk and provide solutions to performance outside agreed parameters.
• Create and implement service integration management processes that ensure all relevant activity meets or exceeds customer service level agreements and contractual terms.
• Manage service integration management capabilities across business units in assigned areas, collaborating with internal and external stakeholders, supporting multi-disciplinary teams to deliver optimal plans, projects, contracts and services that achieve customer and BCX goals and objectives.
• Build and maintain knowledge and subject matter expertise in all relevant current and emerging technology, benchmarking against industry technology application standards to achieve best practice and collaborating with customers to implement them
• Build and maintain robust business relationships with key external stakeholders, providing subject matter expertise, defining and Implementing the contracted technology strategies that align with the customers business objectives and position BCX contracted services as a strategic asset supporting customer success.
• Collaborate with key internal stakeholders to continuously improve service delivery, address OLA deficiencies and drive complex problem management steering for significant events with Business Units.
• Create and maintain a service manual detailing service integration across all business units.
• Identify, monitor and analyse key customer experience indicators for the full customer lifecycle, collaborating with stakeholders to provide solutions to performance outside agreed parameters.
• Conduct monthly customer review meetings, collaborating with internal stakeholders sharing insights to improve service delivery

Core Functional Skills & Capabilities

Relationship Building

Attention to detail

Technology Consulting

Business Acumen

Analytical and Problem Solving

Core Behavioural Competencies

Culture Match

Job Match

Working with people

Delivering Results & Meeting customer expectations

Coping with pressures & setbacks

Applying expertise & Technology

Leading and supervising

Persuading and Influencing

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in Commerce or Information Technology

OR NQF 4: Grade 12

Experience

Additional Education -Preferred /Advantage

7 years experience

OR

If the highest qualification is grade 12, 9 years experience of which at least 2 years on management level

Certifications

None

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control

0

Level of Engagement

Internal: Executive, Senior Manager

External: Customer C-suite

Special Requirements / Employment Condition

Required to travel locally

Valid Drivers license

Workplace / Physical Requirements

Client Roaming

Revenue Generating

Billable

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.

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