Our client is a leading and innovative company at the forefront of transformation data science and change management solutions. With a clear vision to empower businesses they have garnered a stellar reputation for making organizations more efficient effective and customercentric while driving substantial revenue growth. Their commitment to excellence has made them a trusted partner for a diverse array of businesses seeking to thrive in todays fastpaced and everchanging market landscape.
Job Type: Full Time
Workplace: Onsite
Location: Cape Town
Requirements:
- Graduate Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM PMP
- Minimum 8 12 years in managing IT service delivery of BPO large client relationship (800Seats)
- Willingness to work in a 24 x 7 environment and must able to work 2PM11PM Shift Onsite.
- Good understanding of Networking Systems Voice and business applications
- An industry recognized certification like ITIL / ITSM is an advantage
- Understanding of Project management methodology
- ITIL Framework / Knowledge (Incident Management Problem Management Change Management Service Management)
- Ability to interface and communicate at all levels within Client organizations
- Understanding of Enterprise Business Processes IT Process Service Delivery is vital
- Working knowledge of MS office MS Project and Visio
- Good presentation and interpersonal skills.
- Excellent problem solving skills in a cross functional environment
- Client stakeholder management
- Strong verbal and written communication skills
- Strong customer service orientation ability to connect with global customers and work with Global teams
- Good listening and consultative skills
Responsibilities
Basic Function:
- This is a business and client facing role that ensures a seamless IT Service Management helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teams.
Essential Functions
- Client Portfolio Management End of End owner of key accounts from IT Service delivery perspective
- IT Service Management and Delivery Lead Service delivery Reviews on SLA adherence ongoing projects with Client and Internal stakeholders.
- Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client / internal stakeholders.
- Business Value Creation Responsible for identifying implementing and review of service improvement initiatives.
- Drive productivity improvements as per plan and control cost of operation.
- Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
- Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
- Major Incidents Database Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.
Remote Work :
No