Ops Manager: Service Delivery

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

Job summary

A leading IT service provider in Centurion seeks a Call Center Manager to oversee SLA management, incident handling, and deliver regular service improvement feedback. Candidates should have a degree or a Grade 12 with significant service delivery experience. The role requires problem management, adherence to ITIL principles, and effective communication with stakeholders.

Qualifications

• 3 Years’ Service Delivery in an IT Environment.
• 5 Years’ Service Delivery in an IT Environment.

Responsibilities

• Manage Call Centre SLA according to standard processes.
• Handle problems and manage business risks.
• Serve as the single point of contact between the customer and the organization.

Skills

Problem and Issue Management

ITIL Processes and Management

Analyzing

Relating and Networking

Working with People

Presenting and Communicating

Following Instructions & Procedures

Education

NQF 6: 3-year Degree/Diploma/National Diploma in IT or Computer Science

Grade 12 (NQF4) with 5 Years’ Experience

Job description

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert:

The role involves managing the Call Centre SLA according to standard processes, handling problems, identifying SIPs and CSIs, managing P1 and P2 incidents, and proactively managing business risks. The position serves as the single point of contact between the customer and the organization.

Key Deliverables / Primary Functions

• Service Delivery Management and Service Improvement
• SLA Management and Communication with Clients and 3rd Parties
• Operational Documentation, Drafting Policies and Procedures, and Implementation
• Understanding and Managing Service Catalogues
• Managing Reports Content, Frequency, and Stakeholder Contact Groups
• Effective Management and Trending of All Logged Incidents
• Identifying Opportunities for Service Improvements (SIPS / CSI’s) and Optimizations (Decrease in Sev1 and Sev2 Calls)
• Providing Regular Feedback on SIP Progress
• Presenting RCA Reports from Resolvers at IT Forums for Trend and RCA Analysis
• Embedding ITIL Principles
• Communicating SLA’s Clearly to Stakeholders
• Supporting SSIM with Service Delivery via the IT Forum
• Managing Priority 1 and 2 Communications to Stakeholders
• Managing Joint Response for Incidents Requiring Multiple Resolvers
• Supporting SSIM and Preparing Weekly and Ad-hoc Reports
• Completing Service Review Presentations
• Review Call Types and Categories Quarterly and Update Reports
• Review Call Center Training Material Biannually
• Storing Project and Team Documentation Appropriately

Core Functional Skills & Capabilities

Problem and Issue Management, ITIL Processes and Management

Core Behavioral Competencies

Job Match, Analyzing, Relating and Networking, Working with People, Presenting and Communicating, Following Instructions & Procedures

Minimum Qualifications

NQF 6: 3-year Degree/Diploma/National Diploma in IT or Computer Science

OR Grade 12 (NQF4) with 5 Years’ Experience

Additional Education - Preferred / Advantage

Experience

3 Years’ Service Delivery in an IT Environment

OR

5 Years’ 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 the client and various stakeholders within BCX

Special Requirements / Employment Conditions

Valid Driver’s License

Ability to Work Extended/Long Hours as Required

Workplace / Physical Requirements

Revenue Generating, Full-time Office-Based, Billable

BCX is an equal opportunity employer, committed to employment equity and diversity, including people with disabilities.