Operations & Service Delivery Specialist (ITIL)

Joint Medical Holdings; Durban; On-site; ZAR 600,000 - 850,000; Full time

Job summary

NTT DATA, a leading technology services company, is seeking a Senior Associate Technical Operations Specialist to support planning, coordinating, and monitoring operational activities for client services. You will work with internal teams to implement a services model that meets business needs and client expectations.

The role focuses on ensuring efficient service delivery, maintaining SLA adherence, and contributing to continuous improvement within a multinational environment.

Qualifications

• Academic qualification in IT or related field is required.
• ITIL Foundation certification is required.
• CCNA is advantageous.
• Working technical network knowledge is preferred.
• Security-related certification or experience is desirable.

Responsibilities

• Supports management of the shift roster and ensures operations metrics are monitored.
• Ensures shift handover processes are followed and managed.
• Manages shift escalations from clients.
• Creates dashboards for key metrics and flags potential SLA breaches.
• Helps ensure services meet stated SLA levels.
• Monitors operational delivery to enable cost-effective, client-centric service.
• Develops and implements improvement plans for service delivery.
• Collaborates with service teams to resolve core client issues.

Skills

Customer service

Communication skills

Organizational skills

Analytical thinking

Problem solving

Cross-cultural collaboration

Ability to work under pressure

Education

Information Technology or Business Administration related field

ITIL foundation certification

CCNA

Working technical network knowledge

Security related certification or experience

Job description

NTT DATA, a leading technology services company, is seeking a Senior Associate Technical Operations Specialist to support planning, coordinating, and monitoring operational activities for client services. You will work with internal teams to implement a services model that meets business needs and client expectations.

The role focuses on ensuring efficient service delivery, maintaining SLA adherence, and contributing to continuous improvement within a multinational environment.