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Responsibilities

  • The Service Operations Lead is responsible for managing all aspects of day-to-day operational Service Support. 
  • The Service Operations Lead will work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service. 
  • Ensure Incident Management processes are followed effectively (ie SRT’s escalation and notification). 
  • Process management and co-ordination for PIR’s and RCA’s for incidents affecting their respective customers, in conjunction with the Problem Management, ensuring the appropriate  Business implement actions to prevent reoccurrences of the same issue. 
  • Assist the Service Delivery Manager in monitoring service delivery and Service Level Agreements ensuring that obligations are met, issues escalated and prioritized. 
  • Coordinating Change Management activities as required. 
  • Working in conjunction with Service Delivery Manager to identify, implement and drive service improvements to increase customer satisfaction. 
  • Assist the Service Delivery Manager with resource demand forecasting to plan and effectively deliver end-to-end services.
  • The Service Operations Lead is accountable for account service problems and prioritization of work requests for their monitoring specific customers. 
  • Work in conjunction with the Service Delivery Manager to identify, implement and drive service improvements to increase customer satisfaction. 
  • Work with Business to integrate new, enhanced and existing service offerings for the account. 

Requirements

  • Bachelor’s Degree in Information Technology/Information Systems/Computer Science, Business IT or other equivalent university degree.
  • At least 5 – 6 years of IT Outsourcing experience in the combination of the following fields:
    • Technical Infrastructure implementation,
    • Project management skill set,
    • A full and broad understanding of the IT Outsourcing Services and operation coordination skill set
    • People management skill set


Shortlisted candidates will be offered an Agency Contract.  Agency Contract duration is till 31 March 2027.