Ops Spec: Service Delivery

BCXP; Centurion; Remote; ZAR 420,000 - 640,000; Full time

Job summary

BCXP is seeking an Ops Specialist in Service Management to oversee and optimize service delivery for allocated customers. This desk-based role monitors performance, handles requests, and coordinates with teams to ensure timely resolution while maintaining strong client relationships.

You will provide remote service management support to customers and the virtual team, tracking SLAs/KPIs, escalating where needed, and driving continual service improvements through data analysis and documentation.

Qualifications

• NQF 6: a 3-year degree/diploma in IT/Engineering or Commerce.
• OR NQF 4: Grade 12.
• ITIL 3 or 4 will be advantageous.

Responsibilities

• Monitor the performance and availability of services, ensuring SLA/KPI adherence.
• Serve as central contact for incidents and requests; categorize and prioritise for resolution.
• Coordinate with technical teams to diagnose and address issues with minimal impact.
• Assist in changes to services and systems; document and communicate impacts.
• Identify opportunities for service improvement from performance data and feedback.
• Maintain accurate service documentation and generate reports on trends.
• Communicate updates on status, incidents and changes to all stakeholders.

Skills

Time management

Microsoft Office

Interpersonal skills

Contract Management

Communication

Education

NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Engineering or Commerce

NQF 4: Grade 12

Job description

The Ops Specialist in Service Management is responsible for overseeing and optimizing the delivery of services within the allocated customers. This role primarily involves desk-based activities, but not limited to, including monitoring service performance, handling service requests, and coordinating with various teams to ensure timely resolution of issues. Ensure healthy client relationships, acting as the bridge between the client and our operational delivery teams. Ensure the highest level of operational and service excellence. Offer remote service management support to customers and the virtual team.

Key Deliverables / Primary Functions

• Monitor the performance and availability of services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Utilize performance-based dashboards to track service health and identify potential issues. Ensure that customer orders (non-complex IMACDs and solutions) are timeously fulfilled.
• Serve as a central point of contact for service-related inquiries, incidents, and requests. Categorize and prioritize with the appropriate teams for resolution. Provide timely updates to stakeholders on the status of tickets, provide reporting on service level compliancy.
• Facilitate the resolution of service disruptions and incidents by following established incident management processes. Coordinate with technical teams to diagnose and address underlying issues, ensuring minimal impact on service delivery. Once a call is escalated by the customer, the SM need to track this until resolved with the service providers of which Openserve is by far the biggest.
• Assist in the management of changes to services and systems by evaluating proposed changes, assessing potential impacts, and coordinating implementation activities. Ensure changes are properly documented and communicated to relevant stakeholders.
• Identify opportunities for service improvement based on analysis of service performance data, customer feedback, and industry best practices. Collaborate with teams to implement process enhancements and service optimizations.
• Maintain accurate documentation of service configurations, procedures, and processes. Generate reports on service performance, incident trends, and key metrics to support decision-making and continuous improvement efforts.
• Communicate effectively with internal teams, external vendors, and customers to provide updates on service status, incident resolution, and upcoming changes. Act as a liaison between all stakeholders.

Core Functional Skills & Capabilities

Time management

Microsoft Office

Interpersonal skills

Contract Management

Communication

Core Behavioural Competencies

Coping with pressures & setbacks

Presenting and Communicating information

Planning & Organising

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Engineering or Commerce

OR NQF 4: Grade 12

Experience

3 Years experience in a similar role within Service Delivery Management.

Or

With 5 Years experience in a similar role within Service Delivery Management.

Certifications

ITIL 3 or 4 will be advantageous

Level of Engagement & Span of Control

Engagement will all levels within the organisation, internal and external to the business.