Spec: Service Delivery - Alberton
BCXP
Business unit, Department, Reporting Business Unit CPS Department CPS SM Service Integration Management Reports To Senior Manager: Service Delivery Management Grade S5 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 Computer Literacy Telephone Etiquette Interpersonal skills Communication Professionalism Punctuality Time and Priority Management Office Management Business Writing Editing and Proof reading Deadline Mangement Core Behavioural Competencies Job Match Delivering Results & Meeting customer expectations Planning & Organising Working with people Deciding & Initiating Action Achieving personal work goals & objectives 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 Certifications None Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control 0 - 4 Special Requirements / Employment Condition Required to travel locally and/or internationally Workplace / Physical Requirements Full-time Office Based position. Hybrid Remote Worker Billable
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