Job Description

Business unit, Department, Reporting

Business Unit CPS
Department SIM
Position reports to Senior Manager: SIM
Job grade/level M5

Core Description

To oversee and direct the management of infrastructure services to ensure synergy between contractual obligations and the service delivered to the customer. Responsible for planning, managing and directing Systems Integration consultancy which provides company technologies, systems and processes to assigned customers to enable them to gain competitive advantage.

Key Deliverables / Primary Functions

• Contribute towards the Service Management strategy and define the SIM service strategy for the customer to ensure the successful implementation of the strategy to achieve business objectives.
• Oversee service management in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
• Lead the resolution of escalated incidents and monitor post-resolution follow-ups to ensure issues have been adequately addressed.
• Contribute to the development of service schedules and manage the maintenance of service level agreements (SLAxe2x80x99s) and operational level agreements (OLAxe2x80x99s).
• Develop and manage the implementation of processes and procedures to deliver on services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to customer.
• Manage and/or oversee multiple, large-scale, concurrent projects to successful completion in accordance with scope, budget and service level agreements. Provide detailed guidance to project teams on all service management issues.
• Manage the identification and mitigation of operational risk within their customer.
• Manage the annual budget and forecasts within financial guidelines for the specific customer, directing and coordinating activities to achieve revenue and cost containment targets.

Core Functional Skills & Knowledge

Project Management

Service Level Agreement (SLA) Management

Contract Management

Finance and Budget Management

Risk Management

Customer Relationship Management (CRM)

Core Behavioural Competencies

Job Match

Culture Match

Deciding & Initiating Action

Working with people

Planning & Organising

Delivering Results & Meeting customer expectations

Writing and Reporting

Persuading and Influencing

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Business

OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

5 yearsxe2x80x99 IT Service Integration Management experience, of which 2 years is at a management/supervisory level.

Alternatively, 7 yearsxe2x80x99 IT Service Integration Management experience, of which 2 years is at a management/supervisory level.

Certifications

ITIL

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control 0
Level of Engagement Internal stakeholders and external clients

Special Requirements / Employment Condition

Valid Drivers license

Workplace / Physical Requirements

Client Roaming

Hybrid Remote Worker

BCXP