Ops Spec: Service Mngt Capacity Planning at BCX

Core Description

• To create and implement IT change management strategies and plans to support service level agreements with customers. To develop, establish, and maintain the IT Change Management process according to the ITIL framework ensuring adherence to standardised methods and procedures for prompt handling of all Requests for Changes (RFC’s), thereby minimising the impact of any related incidents upon services rendered to contracted client organisations.

Key Deliverables / Primary Functions

• Establish and maintain good communications with dedicated customers
• Attend customer meetings and draft minutes relevant to the meetings and escalate any problem areas to management ensuring compliance with our Service Level Agreements.
• Ensure that services offered are within contractual obligation and managing the exceptions thereof
• Provide support to staff members on relevant customer equipment and procedures.
• Ensure that quotes are accurately prepared and presented to the Customer
• Ensure that the billing documentation is screened and submitted timeously to relevant Customers. Dealing with billing queries.
• Ensure optimum and cost-effective services are provided in line with customer expectation while maintaining a high level of customer satisfaction
• Facilitate a good working relationship with the Customer, ensuring that all their requirements are met, without placing the Company in jeopardy

Core Functional Skills & Knowledge

• ICT Knowledge
• Time management
• Relationship Building
• Contract Management
• Business Negotiation
• Core Behavioural Competencies
• Coping with pressures & setbacks
• Delivering Results & Meeting customer expectations
• Planning & Organising
• Relating and Networking
• Writing and Reporting

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Technology
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

• Relevant IT certification

Experience

• 3 years’ experience in Capacity Planning within the IT industry

Or

1. 5 years’ experience in Capacity Planning within the IT industry

Certifications

• Professional Memberships in Relevant Industry
• Level of Engagement & Span of Control
• Special Requirements / Employment Condition
• Drivers Licence and Reliable Vehicle - both required
• Ability to work extended /long hours as and when required