Ops Spec: Service Delivery Management (Octane - Midrand)

BCX Zambia; Midrand; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in South Africa seeks a Business Analyst to manage service contracts and deliver insights through data analytics. Responsibilities include implementing business solutions, coordinating with technical teams, and maintaining SLA commitments. Candidates should have relevant qualifications and experience in data-driven environments, along with strong analytical skills.

Qualifications

• 3 years’ experience preferred, or 5 years’ experience with Grade 12.
• ITIL 3 or 4 certification is advantageous.

Responsibilities

• Manage and control resources for contracted services.
• Implement effective business solutions through improved data management.
• Support service delivery with customer analytics and reporting.

Skills

Power BI

Microsoft Office

IT Terminology

Analyzing

Coping with pressures & setbacks

Deciding & initiating action

Presenting and communicating information

Working with people

Education

NQF 6: 3-year Degree/Diploma/National Diploma

NQF 4: Grade 12

Job description

Apply now »

Date: 10 Jun 2025

Location: Midrand, Gauteng, ZA

Company: BCXP

Business unit, Department, Reporting

Business Unit: Operate

Department: Octane

Job grade: S6

Core Description

Responsible for managing and controlling resources required to deliver contracted services to clients, maintaining awareness of all service statuses, and initiating interactions with clients for reporting, incident, problem, change alerting, and service status updates.

Key Deliverables / Primary Functions

Business Analysis and Business Growth

• Investigate and implement effective business solutions through improvements in information systems, data management, processes, organization, and equipment.
• Support business needs by sourcing data from Data Warehouse, IT Teams, operational and BI environments.
• Perform deep-dive analytics and develop statistical models.
• Support service delivery with customer analytics and translate business requirements into insights.
• Manage client device health and compliance matrices.

SLM

• Highlight incidents, processes, and customer requests; coordinate with technical teams to ensure SLA commitments are met.
• Provide performance and incident reports as scheduled or upon request.
• Identify corrective actions and analyze trends in incidents and requests.
• Conduct SLA achievement and technician efficiency trending analyses.
• Ensure compliance reporting for all Octane clients.

Core Functional Skills & Capabilities

• Power BI
• Microsoft Office
• IT Terminology

Core Behavioral Competencies

• Analyzing
• Coping with pressures & setbacks
• Deciding & initiating action
• Presenting and communicating information
• Working with people

Minimum Qualifications

• NQF 6: 3-year Degree/Diploma/National Diploma
• OR NQF 4: Grade 12

Experience

• 3 years’ experience (preferred)
• OR 5 years’ experience with Grade 12

Additional Education - Preferred / Advantage

• ITIL 3 or 4 certification is advantageous.

Professional Memberships in Relevant Industry

Not specified.

Level of Engagement & Span of Control

Span of Control: 0

Engagement: All levels within the organization, both internal and external.

Special Requirements / Employment Conditions

• Driver’s license and reliable vehicle required.
• Travel locally required.

Workplace / Physical Requirements

Non-billable, full-time, office-based position.