The Role:Essential functions:
Partner for Life
Creditors - Manage creditors in line with the financial arrangements in place
Debtors-Ensure that customers are invoiced in line with the contractual agreements in place
Bad Debt management - collection of debts in excess of 60 days
Escalations-Ensure that all customer concerns/escalations are addressed and resolved timeously. Escalate to Operations ans ensure that progress is provided to the customer.
Monthly Service Reporting Packs - Prepare the monthly SLA packs for the customer SLA meetings.
Monthly Service Reporting Packs Submission - ensure that the packs are delivered in line with the specific contract requirements
Meetings-For Clients that request monthly meetings ensure that this is completed and minutes shared accordinglyÂ
Right First Time
SLA Achievement-To achieve the objectives and deliverables as per contract requirement
Cost Containment -To manage productivity and cost containment to ensure achievement of Cost Containment Targets Budget vs. Actual.
Deadlines-Ensure that all deadlines are met in accordance Deadline Matrix Report.  Â
Programme and Project Management - Ensure that projects are delivered in line with customer expectation and the right level of quality
Governance - implement the relevant governance structures as per agreed account plans
Drive the achievement of high customer excellence - ensure that the customer satisfaction levels are at at least 80% high satisfaction. Come up with initiatives to delight the customer
Continuous Improvement Plans - develop and own the continuous improvement plans for the account. Identify opportunities for optimisation/continuous improvement plan
Operations Costs - manage, contain and where possible reduce operational costs
Penalty Management - manage and mitigate the levying of excuse performance penalty
Sustainable transformation
Human Resources-Adhere to HR procedures and policies
Performance Contracting-Performance Contracting completed on time based on achievement of business targets and inclusive of Personal Development Plans
Performance Review and Appraisal-To conduct performance reviews signed off prior to performance appraisal period and at the end of the performance cycle
Internal processes-Ensure internal documented processes are adhered to . Non Compliance to be recorded and Corrective actions raised .
Staffing - employ in line with the employment equity requirements of the organisation
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Skills and Experience:Essential Qualification:
Service Management - ITIL
IR Certificate / Diploma
Service Delivery Management - ITIL Management
Preferred Qualification:
A+; N+; MCSE or National Diploma
ITIL Management
Tertiary qualification in IT or equivalent
ITIL Foundations
Experience required:
Supervisory responsibilitiesâ??direct reports, managing a team that provides service 24x7
Operational experience - 3 years
Contract Compliance and Management - 3 years
Budgeting - 2 years
SLA management - 3 years
