Specialist: Service Management (Service Delivery Manager) at Liberty Group South Africa

Purpose

As a Specialist Service Management (Service Delivery Manager), your responsibility is to provide specialist service management advice and support related to operations administration services, in order to achieve predefined goals, through the execution of predefined objectives as per agreed SOPs.

Responsibilities

• Interact proactively with others for the purpose of continuous knowledge sharing; and integration of own new knowledge.
• Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
• Provide support to ensure workflow items, escalations and queries are resolved within SLA in order to promote customer satisfaction and retention.
• Create and maintain the documentation of Service Improvement procedures and other documentation as needed.

Additional Responsibilities

• Identify quality process improvement areas and advise on them accordingly.
• Develop service turnarounds and agree and align on services.
• Accountable for the execution of specialized work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
• Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
• Plan for own task execution and advises on improvements related to area of specialisation.
• Contribute positively to own area-specific knowledge improvement associated with area of specialisation.
• Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.

Experience

• 2 - 3 years of experience in a similar environment.
• Experience /Exposure to Cloud Technologies will be advantageous.

Minimum Qualifications

• Matric.
• ITIL Certification.
• Any leadership and Customer service qualification will be advantageous.