Introduction

A well-established company based in Cape Town is looking for a ITIL certified IT Manager to join their team.

Send your CV to hr5 (at) peopledimension (dot) co (dot) za.

Responsibilities & Duties:

• Monitor daily Backlog (Download from Compass) , Coordinate repair activities with technicians and report progress by COB every day.

• Manage technical escalations and Raise technical tickets with respective Vendor where required.

• Coordinate customer escalations with Vendor customer relationship team (CRT)

• Provide Daily/Weekly/Monthly reports and presentations based on Vendor requirement.

• Supervision of the customer support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.

• Development of staff to ensure skills levels match both current and future operational and customer requirements, including training and certification of technicians.

• Apply ITIL processes into operations.

• Develop interlocks between team and the rest of Service Operations teams

• Develop team targets.

• Working with supervisors to improve staff performance.

• Forecast, plan and set up business strategies.

• To leverage knowledge and skills in the timely operation of the unit.

• Drive operational performance and ensure proactively and business initiatives. Forecast, plan and set up business strategies

• To leverage knowledge and skills in the timely operation of the unit.

• Drive operational performance and ensure proactively and business initiatives.

• Responsible for managing & leading a team of dedicated Technical support professionals (Locally and Globally) in full filling the Customer Support contracts (KPI's / Lead Times) for Regional customers

• Handle customer management escalations, work under extreme pressure, handle emergencies, co-ordinate with different stake holders.

• Conducting Periodic reviews with the customer to analyze issues and their trends to take proactive measures to maintain SLA and to exceed client's expectations.

• Knowledge of service management integration and ITIL.

• Measuring client satisfaction via client surveys and the continued growth and expansion of services and solutions

• Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames

• Conduct regular in-depth service and process audits.

• Employee retention, motivation and training

• Focus on grooming people from L1 to L2, L2 to L3 within select timelines

Desired Experience & Qualification Requirements:

•  National Diploma in IT

•  Must have ITIL certification

•  Must have experience managing 20-30 members of a team

•  5 - 6 years' experience in IT service Manager with experience handling teams.

•  Experience in handling people, technical and complete operations.