Ops Manager: Service Delivery

BCX Zambia; Centurion; On-site; ZAR 400,000 - 500,000; Full time

Job summary

A leading IT services provider is seeking a skilled individual to manage Call Centre SLA in Centurion. This role focuses on service delivery management, including problem management and stakeholder communication. Ideal candidates should have a degree in IT or equivalent experience, along with strong ITIL knowledge. This is a full-time office-based position with opportunities in a dynamic environment.

Qualifications

• Minimum qualification of NQF 6: 3 years Degree/Diploma in Information Technology or Computer Science.
• 5 years experience acceptable with Grade 12.
• 3 years in Service Delivery in an IT environment preferred.

Responsibilities

• Manage Call Centre SLA according to standard processes.
• Ensure effective service delivery management and improvement.
• Handle communication regarding SLA’s with stakeholders.
• Identify service improvement opportunities.

Skills

Service Level Agreement (SLA) Management

Risk Management

Stakeholder management

Problem and Issue Management

ITIL Processes and management

Education

3 year Degree/Diploma in IT or Computer Science

Grade 12 and 5 years’ experience

Tools

ITIL Foundation

Cobit Foundation

Job description

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Date: 13 Aug 2025

Location: Centurion, Gauteng, ZA

Company: BCXP

Business unit, Department, Reporting

Business Unit Operate Department Managed Services Cloud Job grade/level M6

Core Description

Responsible for managing the Call Centre SLA in accordance with standard processes and procedures, manage problems and identification of SIP’s and CSI’s, P1 and P2 incidents and escalations and proactively identifying and managing business risks while being the single point of contact between the customer and the organisation.

Key Deliverables / Primary Functions

• Service Delivery Management and service Improvement.
• SLA Management and Communication with Client and 3rd Parties
• Operational Documentation, drafting policies and procedures and implementing these policies and procedures.
• Ensure that the Service Catalogues are understood delivered and managed.
• Manage the content, frequency and contact groups of reports from CC to stakeholders.
• Effective Management and trending of all incidents logged.
• Identify opportunities for Service improvements (SIPS / CSI’s) and optimisations (Decrease in Sev1 and Sev2 calls).
• Regular feedback of progress of SIP’s.
• RCA Reports received from resolvers for presentations at IT Forum for Trend and RCA Analysis.
• Ensure that ITIL principles are embedded.
• Ensure that SLA’s are clearly understood and communicated to all relevant stakeholders.
• Support SSIM with Service Delivery on behalf of the client through the IT forum.
• Manage Priority 1 and 2 communication to all Stakeholders.
• Identify and Manage Joint Response for incidents requiring multiple resolvers.
• Support SSIM and prepare weekly and Ad-hoc reports.
• Complete Service Review presentations.
• Conduct review of call types and categories every 3 months and update as appropriate to ensure effect reporting.
• Conduct 6 monthly reviews of CC training material.
• Store Project Service Delivery and team documentation in the appropriate.
  
  

Core Functional Skills & Capabilities

Service Level Agreement (SLA) Management

Risk Management

Stakeholder management

Problem and Issue Management

ITIL Processes and management

Core Behavioural Competencies

Job Match

Analysing

Relating and Networking

Working with people

Presenting and Communicating information

Following instructions & procedures

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer Science

OR Grade 12 (NQF4) and 5 years’ experience

Experience

Additional Education -Preferred /Advantage

3 years’ Service Delivery in an IT environment

OR

5 year’s Service Delivery in an IT environment

Certifications

ITIL Foundation (Preferred)

Cobit Foundation (Preferred)

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control Manager Level of Engagement

Interact with similar levels at client and various stakeholders within BCX

Special Requirements / Employment Condition

Valid Drivers license

Ability to work extended /long hours as and when required

Workplace / Physical Requirements

Revenue Generating

Full-time Office Based position.

Billable

BCX is an equal opportunity employer, and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity.

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