Core Description

• The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring service performance, handling service requests, and coordinating with various teams to ensure timely resolution of issues. Ensure healthy client relationships, acting as the bridge between the client and our operational delivery teams. Ensure the highest level of operational and service excellence. Offer remote service management support to customers and the virtual team.

Key Deliverables / Primary Functions

• Monitor the performance and availability of services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Utilize performance-based dashboards to track service health and identify potential issues.  Ensure that customer orders (non-complex IMACDs and solutions) are timeously fulfilled.
• Serve as a central point of contact for service-related inquiries, incidents, and requests. Categorize and prioritize with the appropriate teams for resolution. Provide timely updates to stakeholders on the status of tickets, provide reporting on service level compliancy.
• Facilitate the resolution of service disruptions and incidents by following established incident management processes. Coordinate with technical teams to diagnose and address underlying issues, ensuring minimal impact on service delivery. Once a call is escalated by the customer, the SM need to track this until resolved with the service providers of which Openserve is by far the biggest.
• Assist in the management of changes to services and systems by evaluating proposed changes, assessing potential impacts, and coordinating implementation activities. Ensure changes are properly documented and communicated to relevant stakeholders.
• Identify opportunities for service improvement based on analysis of service performance data, customer feedback, and industry best practices. Collaborate with teams to implement process enhancements and service optimizations.
• Maintain accurate documentation of service configurations, procedures, and processes. Generate reports on service performance, incident trends, and key metrics to support decision-making and continuous improvement efforts.
• Communicate effectively with internal teams, external vendors, and customers to provide updates on service status, incident resolution, and upcoming changes. Act as a liaison between all stakeholders.

Core Functional Skills & Capabilities

• Time management
• Microsoft Office
• Interpersonal skills
• Contract Management
• Communication

Core Behavioural Competencies

• Coping with pressures & setbacks
• Delivering Results & Meeting customer expectations
• Presenting and Communicating information
• Achieving personal work goals & objectives
• Planning & Organising

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Engineering or Commerce
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

Experience

• 3 Years experience in a similar role within Service Delivery Management.

Or

• With 5 Years experience in a similar role within Service Delivery Management.

Certifications

• ITIL 3 or 4 will be advantageous