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Jobs in Durban, South Africa
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Discover more opportunities than anywhere else. Find more jobs nowSales Manager, Growth Opportunities
Keller Executive Search
Durban
On-site
ZAR 1,130,000 - 1,296,000
30+ days ago
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Job summary
A recruitment agency seeks an experienced manager in Durban to oversee incident management and ensure compliance with SLAs. The role requires strong problem-solving, stakeholder management, and technical understanding. Ideal candidates should have experience with service desk operations and the ability to drive process improvements in a fast-paced environment.
Qualifications
- Hands-on experience with technical solutions for business requirements.
- Extensive stakeholder management experience at Director level.
- Experience in delivering Service Desk services to high-volume operations.
Responsibilities
- Ensure control of incidents and Service Requests in line with SLAs.
- Manage relationships regarding incident management with clients.
- Provide the SD KPI Dashboard on a weekly basis.
Skills
Problem solving
Stakeholder management
Analytical mindset
Technical understanding
Communication skills
Tools
Azure AD
Microsoft technologies
Job description
Responsibilities and qualifications for the role.
Responsibilities
- Ensure control of the incidents / Service Requests are in line with SLAs
- Act as the principal contact for incidents / escalations / updates in Durban
- Define and Deliver process improvements aligned with best practice and business objectives
- Ensure team have resource available to support business operations
- Manage the relationship with our clients around incident management
- Build and maintain effective internal and external relationships always representing your function in a professional manner
- Manage effective and timely communication around ongoing technical issues internally and externally working with internal technical teams to ensure accuracy of information
- Ensure all SLAs are defined met and escalated appropriately to 3rd line
- Provide the SD KPI Dashboard on a weekly basis for Durban
- Build strong effective working relationships with internal and external stakeholders
- Positively contribute to ongoing change programmes within the business, assessing and communicating the impact on your function
- Own and develop the procedure documentation for your function
Qualifications
- Problem solver and technical mindset
- Hands on experience of technical solutions to support all business requirements.
- Self-starter with the ability to positively challenge the norm and influence the delivery management and support functions through personal gravitas and subject matter expertise
- Extensive stakeholder management experience to Director level and beyond
- Practical experience of defining and delivering process/continuous improvement
- Demonstrable experience of being a collaborative and supportive manager
- Experience of delivering Service Desk services to a contact centre operation or other high volume end user business
- Ability to create informative templates for effective communication
- The ability to work under pressure to tight deadlines in a fast-paced environment
- Analytical mindset with strong problem-solving skills
- Come from a technical foundation and be able to show understanding of technical solutions
- Experience of mergers & acquisitions, how to merger complex systems to one hosted solution
- Strong background on Azure AD, Microsoft technologies and business solutions
- In depth knowledge of server and client hardware
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.