Spec: Service Delivery at BCX

Core Description

• Responsible for co-coordinating the delivery of services into key clients. Ensure long-term healthy client relationships, acting as the bridge between the client and our operational delivery teams. Ensure the highest level of operational service delivery.   

Key Deliverables / Primary Functions

• Monitors and reports on service levels   
• Owns the "front office" - all of the customer/user experience: Service Desk, Service Level Management, Customer Relationship, Availability   
• Ensure that existing services stay up and running  
• Once a call is logged by CFC, the SDM need to track this until resolved with the service providers of which Openserve is by far the biggest.

Core Functional Skills & Knowledge

• Technology Consulting
• Service Level Agreement (SLA) Management
• Customer Service
• Contract Management
• IT Service Management

Core Behavioural Competencies

• Job Match
• Delivering Results & Meeting customer expectations
• Planning & Organising
• Presenting and Communicating information
• Applying expertise & Technology
• Formulating Strategies & Concepts
• Culture Match

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Commerce or IT/Engineering
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage
Experience

• 5 years’ relevant experience  
• OR if Grade 12; 7 years relevant experience 

The following experience will be required 

• Skilled in the development of Power BI reports and applications 
• Skilled in the management and development of SQL databases and stored procedure 
• Skills in the development of Power Apps will be an advantage