Job Description

Responsibilities

• Responsible for account service problems and prioritisation of work requests for their monitoring specific customers.
• Ensure Incident Management processes are followed effectively (ie SRT's escalation and notification).
• Process management and co-ordination for PI's and RCA's for incidents affecting their respective customers, in conjunction with the Problem Management Co-ordinator, ensuring the appropriate Business' implement actions to prevent reoccurrences of the same issue.
• Monitoring service delivery and Service Level Agreements (SLAs), ensuring that obligations are met, issues escalated and prioritised.
• Co-ordinating Change management activities as required.
• Working in conjunction with Service Lead to identify, implement and drive service improvements to increase customer satisfaction.
• Assist the Service Lead with resource demand forecasting to effective delivery of end-to-end services
• Work in conjunction with the Service Lead 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.
• Supply input to the customer Annual Technology Plan.
• Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to pro-actively support and improve the customer business.

Requirements

• Minimum - Bachelor's Degree in Information Technology/Information Systems/Computer Science, Business IT or other equivalent university degree.
• At least 8 years of IT Outsourcing experience in the combination of the following fields: a) Technical implementation b) Project management
• Demonstrated leadership abilities and achievement oriented.
• Excellent analytical and problem skills, combined with the ability to provide quick resolution to problems.
• Strong verbal and written communication skills
• Customer service oriented and believe in teamwork, collaboration, adaptability and initiative.
• Experience in coaching and staff development

Shortlisted candidates will be offered a 1 Year Agency Contract employment.