Core Description

• Responsible for managing and leading support team on an operational level. Support best practices, deadlines, and quality control to provide enterprise level support to our customers/users within the Microsoft Solutions Collaboration COE

Key Deliverables / Primary Functions

• Provide input into the Centralised Support environment within Managed Services Cloud strategy accounting for current and future market forces and movements and in alignment with the Enterprise Cloud & Infrastructure Solutions strategy. Determine product sets and define the go-to-market strategy in support of Group strategic drivers.
• Coordination of the running and maintenance of Microsoft Solutions (MS Collaboration) and infrastructure in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts. 
• Provide input, develop, and manage the implementation of processes and procedures to maintain or recover the delivery of systems and services in the event of any physical, technical, or environmental disaster or major outage, providing continuity of service to customer. 
• Participate in multiple, large-scale, concurrent projects to successful completion in accordance with scope, budget, and service level agreements. 
• Coordinate the identification and mitigation of strategic risk within Centralised Support Environment. 
• Collaborate and optimum engagement between BCX Divisions and establish and enhance relationships and network with strategic partners, customers and vendors to create market dominance. 
• Lead and promote a culture of performance excellence, employee engagement, innovation, and transformation.
• Translating customer requirements into working instructions for Delivery.

Core Functional Skills & Capabilities

• Risk Management
• Interpersonal skills
• Technology Consulting
• Infrastructure Technology

Core Behavioural Competencies

• Job Match
• Leading and supervising
• Delivering Results & Meeting customer expectations
• Applying expertise & Technology
• Working with people
• Deciding & Initiating Action

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology
• NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

• 3 years relevant experience in MS Collaboration environment. The experience must include relevant exposure to the specific ICT sector.  
• Alternatively, 5 years’ experience in MS Collaboration environment. The experience must include relevant exposure to the specific ICT sector.