Job Description

DELIVER EFFICIENT AND EFFECTIVE CUSTOMER DELIVERY SERVICE: 

• Carefully assess and prioritise all incoming calls;   
• Ensure all IMO’s are fulfilled in the required time frame 
• Build and retain strong and scalable inter-personal relationships with relevant Service Account Manager 
• Ensure monthly PM’s are moved to regions for execution 
• Ensure the successful execution on all quote calls within the required timeframe (excluding QAPP status) 
• Ensure daily system syncs between Astea and customer systems 
• Ensure the successful billing of all closed Service Orders 
• Ensure data integrity on all closed Service Orders 
• Ensure SLA corrections are actioned on a daily basis within the required time intervals. 
• Escalate internally all SLA concerns within Operations to the Regional Customer Service Manager 
• Become the subject matter expert on assigned accounts and associated service management principles 
• Ensure sound knowledge of Customer Account Plan and services section of the contract 
• Fulfil the role as the “go to” person for any Service Level Agreement queries on the nominated account. 
• Ensure the successful performance of direct reports, timeously correcting poor performance 
• Ensure on-going improvement in the training and development of direct reports 
• Review ISO policies and procedures on an on-going basis to ensure that these are in line with the current requirements of our business and are operationally fit. 
• Manage departmental budget and ensure that ensure that expenses are within budget. 

Educational Qualifications:

• Matric or NQF equivalent
• Service Management qualification

Years of Experience

• 3 years relevant service management and operational experience within the IT industry
• Sound knowledge of service management principles and procedures
• Understanding of project management
• Sound knowledge of ITIL principles and ISO standards

Other requirements

• Financial acumen
• Business acumen
• Analytical Skills
• Excellent communication skills
• Computer Literacy (PowerPoint, Word, Outlook & Advanced Excel skills)
• Reporting Skills
• Presentation skills

Core Competencies

• Attention to detail
• Analytical & Critical Thinking
• Strategic Execution
• Conflict Management
• Customer Service Orientation
• Managing Change
• Managing teams
• Initiative & Drive
• Commitment to accuracy & quality
• Functional Planning
• High standards of Integrity
• Decision Making
• Strong individual personality
• Self confidence
• Problem Analysis
• Perseverance
• Delegation and Control