Description:
ESSENTIAL FUNCTIONS AND BASIC DUTIES:Technology Infrastructure Management:
Ensure that IT systems, infrastructure, and data are available and effectively managed to support the evolving needs of the business.
Continuous System Improvement:
Oversee the maintenance, upgrades, and monitoring of all technology systems to maintain optimal performance and security.
Service Desk Management:
Lead the ongoing improvement of the Service function, ensuring SLAs with solution partners are met and exceeded.
Adopt New Technologies:
Collaborate with IT teams to evaluate and integrate new technologies that support business growth and operational efficiency.
Feedback and Quality Management:
Gather customer feedback, identify areas of improvement, and implement enhanced processes to drive service quality and customer satisfaction.
Client and Stakeholder Management
Client Relationships:
Build and maintain strong relationships with clients and stakeholders, understanding their requirements, managing expectations, and ensuring satisfaction through effective service delivery.
Communication & Reporting:
Keep stakeholders well-informed with regular communication on project progress, setbacks, and milestones.
Vendor and Partner Management:
Manage multiple vendors to ensure alignment with business and technical objectives, including monitoring and reporting on service levels and performance.
Project and Process Management
Project Coordination:
Oversee multiple projects simultaneously, ensuring resource allocation, timelines, and deliverables are aligned with business objectives.
Development of Business Requirements:
Collaborate with product and technical teams to develop business requirements that support new product development across multiple technology partners.
Integration and Collaboration:
Ensure robust integration plans are in place and work closely with ICT and application development teams to deliver effective solutions.
Service Improvement:
Implement continuous improvement initiatives, proactively identifying areas for process enhancements and driving operational efficiency.
Incident and Problem Management
Critical Incident Management:
Take ownership of critical incidents, ensuring effective communication between resolution parties and stakeholders, and conducting thorough post-incident reviews.
SLA and Service Performance Monitoring:
Conduct regular reviews of SLA performance, ensure adherence to service credits, and maintain thorough documentation of service-related incidents.
Service Management:
Ensure high-perf
25 Jun 2025;
from:
gumtree.co.za