Website BCX
BCX takes care of your technology needs so that you can take care of your business. The services and solutions we create get your business ready for the future. We have the insight, expertise and experience to handle digital requirements for the steepest skyscrapers and the smallest start-ups. We ca… read moreter for a wide range of business transformation requirements with an even wider range of solutions that reduce costs, increase profits, maximise productivity, and future-proof your business. We pride ourselves on being Africa’s premier end-to-end digital solutions partner, providing the world’s most advanced Information and Communications Technology (ICT) to companies of all sizes. Together with Telkom, South Africa’s leading telecommunications provider, we have over 100 years of experience. working with JSE-listed enterprises, public sector organisations, state owned entities and medium-sized businesses around the globe. Ultimately, our passion is to make a difference and enrich communities by making the impossible possible, through technology.
Core Description
Manages and controls the resources required to deliver the contracted services to clients by being fully aware of the status of all services provided to the client, as well as to initiate interaction with the client for scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes.
Key Deliverables / Primary Functions
Takes responsibility for investigative work to seek effective business solutions and organises their implementation through improvements in information systems, data management, processes/procedures, organisation and equipment
Translating customer requirements into working instructions for Delivery
Investigate possible Business growth and foresee/complete the process to increase the revenue
Service Level Monitoring
Managing customer ICT related contract and SLA renewals
Managing incident, process and customer request and coordination with technical team to ensure that quality services are delivered with regard to the agreed SLA
Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request)
Liaises regularly with service providers and users to review and improve performance against SL
Responsible for identifying the need for and initiating corrective action
Planning, managing and overseeing DWM projects implementation to ensure on time delivery
Management of Office ICT Infrastructure at the main BCX Office and Disaster Recovery site
Establishes and maintains operational methods, procedures, and facilities in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency
Building and maintaining customer relations and satisfaction, through frequent visits, communication and timed feedbacks
Managing relations with the service providers and the SLA’s that may affect the quality of ICT service we deliver to our customers
Analyzing risks and keep the risk register updated
Build and maintain flight plans to ensure effective service delivery and growth
Assigning the roles and responsibility among the technical team members Oversee and review all staff activities and guide them in managing time and deliverables
Producing and sharing with the technical team the service improvement plans, including planning for the staff trainings as per the prevailing business needs
Provide coaching and guidance and ensure that the necessary training takes place.
Successfully implement performance management and career development strategies and processes in alignment with BCX policy and guidelines
Conduct performance reviews at least bi-annually and in alignment with BCX’s policies and procedures
Core Functional Skills & Capabilities
Technology Stack
Analytical Skills
Customer and Business Needs Analysis
Business Negotiation
Problem solving
Core Behavioural Competencies
Culture Match
Job Match
Deciding & Initiating Action
Delivering Results & Meeting customer expectations
Formulating Strategies & Concepts
Persuading and Influencing
Applying expertise & Technology
Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Business/Commerce
OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
5 years experience in IT Operation Management
OR
Grade 12 & 7 years experience in IT Operation Management
Certifications
None
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Special Requirements / Employment Condition
Ability to work extended /long hours as and when required
Valid Drivers license
Workplace / Physical Requirements
Hybrid Remote Worker
Revenue Generating
Billable
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Apply via company website ( http://www.bcx.co.za ) or