Service Improvement Specialist

Reflex Solutions; Johannesburg; Vor Ort; ZAR 600.000 - 1.000.000; Vollzeit

Zusammenfassung

Reflex Solutions is seeking a Service Improvement Specialist to drive continual service improvement across Operations & Engineering. The role focuses on boosting efficiency, service quality and client experience through structured initiatives, automation, and knowledge management.

You will work across technical support, service desk and NOC to identify root causes, implement sustainable improvements, and ensure consistent service performance.

Qualifikationen

• Grade 12 (Matric) required.
• ITIL v4 Foundation certification required.
• Minimum 5 years’ experience in IT Operations, MSP or Service Delivery.
• Experience with ITSM platforms (ServiceNow, Jira Service Management etc.).
• Strong planning, organization and communication skills.

Aufgaben

• Drive the continual service improvement programme across the technical support team.
• Identify recurring service challenges and process inefficiencies.
• Facilitate root cause analysis and improvement initiatives.
• Develop, track and report service improvement plans and outcomes.
• Ensure issues are resolved via process, automation and knowledge rather than manual work.
• Monitor SLA and OLA compliance and coordinate service delivery.
• Coordinate service delivery across multiple teams and functions.
• Support knowledge management and automation initiatives across the org.
• Promote a culture of continual improvement and operational excellence.
• Collaborate with NOC, service desk and client success teams to ensure end-to-end service.

Kenntnisse

5+ years IT Operations/ServiceDelivery

Organizational skills

Problem solving

Team collaboration

Strong communication

Ausbildung

Grade 12 (Matric)

ITIL v4 Foundation

Diploma/Certifications (optional)

Tools

ServiceNow

JIRA Service Management

HaloPSA

ConnectWise

Prince2 / PMP (beneficial)

Jobbeschreibung

About Reflex

Established in 2000 in South Africa, Reflex has evolved from modest origins to become a distinguished provider of Information and Communication Technology (ICT) solutions. We specialize in delivering innovative ICT solutions across various industries, earning a sterling reputation for our excellence in the retail sector and beyond. With a robust network of partnerships, we pride ourselves on our ability to swiftly address the technological needs of our clients.

Our portfolio of ICT solutions spans various industries. Reflex Carrier understands what is needed to build, manage, and operate complex backbone networks simply. Our solutions are tailored for Fibre Network Operators (FNO), Internet Service Providers (ISPs), and those looking for comprehensive Managed Connectivity solutions.

On the other hand, our Enterprise Solutions take the complexity out of technology, allowing you to focus on what you do best. We provide seamless, high-performance solutions for connectivity, communications, workplace management, cloud, and cybersecurity services.

Together, both divisions reflect our core values of expertise, clarity, and client-centricity. We take pride in being large enough to offer extensive support while remaining small enough to provide personalized service. At Reflex, our clients are at the centre of everything we do, and we’re committed to delivering reliable, jargon-free solutions that drive your success.

Role Description

The service improvement specialist is responsible for identifying, driving and measuring service improvement initiatives across the Operations & Engineering department. The role focuses on improving operational efficiency, service quality, client experience, process maturity, knowledge management, automation and service performance through structured continual improvement initiatives.

The service improvement specialist works across technical support, service desk and noc to identify root causes for recurring operational challenges and imprlrment sustainable improvements.

The role is accountable for ensuring that service issues are not repeatedly solved through people and effort, but through process, automation, knowledge and operational maturity.

The service improvement specialist is also responsible for monitoring SLA and OLA compliance, coordinating service delivery activities, workload is managed and ensuring that Reflex’s service management frameworks are applied consistently across the support team.

Finally, the service improvement specialist plays a key role in interdepartmental collaboration and cross-functional alignment, working closely with other departments to deliver seamless, end-to-end services for customers.

Key duties and responsibilities

Continual Service Improvement

• Drive the continual service improvement programme across the technical support team.
• Identify recurring service challenges, operational inefficiencies and process failures.
• Facilitate route cause analysis on operational failures and improvement initiatives.
• Develop, track and report on service improvement plans and outcomes.
• Ensure service issues are resolved through sustainable process, automation and knowledge improvements rather than repeated manual intervention.

Service Performance Management

• Daily monitoring and reporting on SLA and OLA compliance within the technical support team.
• Identify service trends, recurring breaches and areas of operational risk.
• Track service performance against agreed targets and recommend corrective actions.
• Ensure service delivery activities are effectively coordinated and aligned to business priorities.
• Maintain visibility of aged tickets, backlog health and operational bottlenecks.

Operational coordination

• Work closely with technical support, service desk and NOC teams to ensure efficient service delivery.
• Assist in coordinating service delivery activities across multiple teams and functions.
• Support operational teams in removing delivery bottlenecks and improving service responsiveness
• Monitor service hand overs and ensure accountability throughout the ticket lifecycle.

Process and service management governance

• Ensure IT Service Management (ITSM) processes are consistently applied across support teams
• Review and improve incident, request, escalation and change management processes.
• Support the adoption of service management frameworks, standards and best practices.
• Conduct service process reviews and recommend improvement where gaps are identified.

Knowledge Management

• Drive the development and maintenance of operational procedures, knowledge articles and support documentation.
• Improve knowledge sharing practices across teams
• Reduce dependency on key individuals through documented and repeatable processes.
• Ensure operational knowledge remains current, accurate and accessible.

Automation and service optimization

• Identify opportunities for automation and AI enabled improvements across service delivery functions.
• Work with technical teams to reduce manual effort through service optimisation initiatives.
• Promote a culture of continual improvement and operational excellence.

Interdepartmental Collaboration

• Act as a key liaison between technical support, service desk, NOC and client success teams.
• Facilitate cross functional collaboration to ensure seamless end to end service delivery
• Support alignment between operational teams and strategic business objectives.
• Assist in resolving service delivery challenges that span multiple teams
• Drive accountability and ownership across teams for agreed service outcomes.

Reporting and service insights

• Produce regular service performance improvement reports.
• Present service improvement recommendations to operational and departmental leadership
• Maintain improvement registers, action logs and service performance dashboards.
• Track the effectiveness and business value of service improvement initiatives.

OKRs: reliability, delivery, design and security

First 30 days

• Reduce SLA breach by 5%
• Ensure OLA’s are consistently achieved
• Reduce aged ticket count by 5%

First 60 days

• Reduce SLA breach by 10%
• Ensure OLA’s are consistently achieved
• Reduce aged ticket count by 10%

First 90 days

• Reduce SLA breach by 20%
• Ensure OLA’s are consistently achieved
• Reduce aged ticket count by 20%

120 days and onwards

• Ensure 99.95% SLA and OLA achievement
• Reduce aged tickets to zero

Qualifications, experience and capabilities

• Required Education:
  • Grade 12 (Matric) with relevant work experience.
  • ITIL v4 Foundation certification.
  • Minimum 5 years' experience in IT Operations, Managed Services, Service Delivery, Service Management or Technical Support environments.
  • Experience working within an MSP or outsourced services environment.
  • Proven experience driving service improvement, operational improvement or process optimisation initiatives.

• Beneficial Education:
  • Diploma in Information Technology, Business Administration, or a related field.
  • ITIL v4 Managing Professional or ITIL Practitioner certification.
  • Lean Six Sigma Green Belt or equivalent process improvement certification.
  • Project Management qualification (Prince2, PMP or Agile Fundamentals).
  • Experience with ServiceNow, HaloPSA, ConnectWise, JIRA Service Management or similar ITSM platforms.
  • Experience with automation and AI-enabled service management initiatives.

• Required Knowledge:
  • IT Service Management (ITSM) principles.
  • SLA and OLA management.
  • Incident, Request, Change and Escalation Management processes.
  • Continual Service Improvement (CSI).
  • Service reporting and operational analytics.
  • Managed Services operational models.
  • Service Desk and NOC operating models.
  • Knowledge management practices.
  • Process mapping and workflow design.
  • Automation and service optimisation principles.

• Required Skills:
  • Strong organisational and scheduling skills.
  • Attention to detail with a focus on accuracy in documentation, stock records, and billing data.
  • Excellent verbal and written communication skills.
  • Ability to work well under pressure and meet tight deadlines.
  • Attention to detail and high level of accuracy.
  • Planning, organising, and time management skills.
  • Strong analytical and problem-solving skills.
  • Innovative and proactive.
  • Responsible and results driven.
  • Positive attitude and passion for service delivery.
  • Team player with strong collaboration skills.
  • Professional appearance and approach.

• Other Requirements:
  • Own, reliable transport and valid driver’s license.
  • Willing to travel domestically and internationally if required.
  • Willing to work overtime when necessary.