Ops Spec: Service Delivery Management at BCX

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            
• Models
• Effective management of Client device health and compliance matrix’s 

Service Level Monitoring

• 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 DWM 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

OR

• 5 years’ experience if Grade 12

Certifications

• ITIL 3 or 4 will be advantageous