Ops Spec : Service Delivery Management (Octane - Midrand)

BCXP; Midrand; On-site; ZAR 360,000 - 600,000; Full time

Job summary

A leading company seeks a Business Analyst to manage service delivery and drive business growth through effective data analysis and reporting. The ideal candidate will have strong analytical skills, a relevant degree, and experience in reporting and IT environments. This role involves engaging with clients and internal teams to ensure compliance with service level agreements.

Benefits

Engagement with all organizational levels

Professional development opportunities

Qualifications

• 3 years’ experience in business analysis required.
• Experience in ITIL 3 or 4 is advantageous.
• Professional memberships in relevant industry are preferred.

Responsibilities

• Manage and control resources for contracted services delivery.
• Perform deep-dive analytics and develop statistical models.
• Translate business requirements into analytics and insights.

Skills

Power BI

Microsoft Office

IT Terminology

Education

3 year Degree / Diploma / National Diploma

Grade 12

Job description

Responsible for managing and controlling the resources required to deliver the contracted services to clients, by being fully aware of the status of all services provided to the client, as well as to initiate interaction with the client for scheduled reporting, proactive incident, problem and change alerting / reporting and service status changes.

Key Deliverables / Primary Functions

Business Analysis and Business Growth

• Responsible for investigative work to seek effective business solutions and, organises their implementation through improvements in information systems, data management, processes / procedures, organisation and equipment.
• Enable & support Business needs by sourcing data from Data Warehouse, IT Teams, operational and other BI environments
• Perform deep-dive analytics
• Develop and implement statistical models
• Support service Delivery with deep-dive customer analytics
• Translate business requirements into analytics & insight generating
• Effective management of Client device health and compliance matrix’s
• Highlighting incident, process and customer request and coordination with technical team to ensure that quality services are delivered to the agreed SLA.
• Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request).
• Responsible for identifying the need for corrective actions.
• Highlight trends in Incidents and requests logged
• Trending analysis on SLA achievements
• Analysis on technician efficiency
• Compliance reporting and trending for all Octane clients

Core Functional Skills & Capabilities

Power BI

Microsoft Office

IT Terminology

Core Behavioural Competencies

Job Match

Analysing

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

Additional Education -Preferred / Advantage

Experience

3 years’ experience

5 years’ experience if Grade 12

Certifications

ITIL 3 or 4 will be advantageous

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control

Level of Engagement

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

Special Requirements / Employment Condition

Drivers Licence and Reliable Vehicle - both required