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:
- Operational Oversight: Ensure high-performance levels for service-related processes, driving improvement activities where necessary.
- Problem-Solving: Analyse complex service delivery challenges, proposing effective solution
-
-
21 Jun 2025;
from:
gumtree.co.za