Service Support Manager - Shoprite Group

Purpose of the Job

• Responsible for leading the Technology Service Management Centre (SMC) team for all brands across all geographies
• Collaborate across Technology disciplines to continuously refine customer service processes
• Manage Business stakeholders and Service Provider relationships

Job Objectives

Resource management

• Supporting the Senior Manager in leading the team
• Recruit, Mentor and manage a high-performing team
• Create an inspiring team environment with an open communication culture
• Foster a healthy and collaborative environment
• Set clear team goals
• Develop and implement long-term goals and objectives to achieve the successful outcome of the team.
• Monitor team performance and report on metrics
• Facilitate training needs by identifying gaps in skills and expertise, providing coaching, and planning development/growth paths.

• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize and acknowledge the skills of key team members and utilize their strengths to the benefit of the team
• Recognize high performance and reward accomplishments
• Encourage and support independent thinking
• Maintain high team morale
• Ensures that team activities operate within the policies and procedures of the organization
• Escalation path for Service Management
• Contribute to Service Support Strategic, Tactical, and operational objectives
  
  

Service Centre Management

• Ensuring that all service requests are fulfilled within the agreed SLAs
• Managing a team of support staff and coordinating their activities
• Planning and implementing strategies for improving service quality and customer satisfaction
• Monitoring and analysing service performance metrics to identify areas for improvement
• Developing and implementing policies and procedures for service delivery and support
• Ensuring that customer complaints and issues are resolved in a timely and effective manner
• Managing vendor relationships and negotiating contracts with service providers
• Providing regular reports on service performance to senior management
• Maintaining accurate records of service requests, incidents, and resolutions
• Ensure continual proactive Problem Management to reduce repeat incidents
• Facilitate war rooms to resolve major incidents
• Drive functional teams for resolutions for identified problems
• Assist and maintain knowledge articles

Incident Management

• Ensure reported incidents are resolved within the agreed Service Level Agreement (SLA)
• Drive service levels within teams to meet agreed SLA’s
• Manage issues and escalations to resolution.
• Escalate unresolved issues
• Escalation of major or high-impact incidents
• Manage user escalations

Stakeholder Management

• Building strong relationships with all relevant business units
• Understanding business requirements
• Providing IT Management with regular reporting
• Managing user expectations and escalations
• Review customer service offering with Business stakeholders
• Represent the Service management within the IT Organization

Vendor Management

• Driving vendors to achieve set Service Level Agreements
• Guiding and enforcing vendors' compliance with company procedures and standards
• Providing input to vendor requirements and contracts at “Request for Proposal” time
• Escalate unresolved issues
• Manage vendor relationships and performance, i.e. cabling, UPS
• Schedule a regular meeting with the vendor to review performance
• Manage external vendors to plan new store equipment and manage schedules
• Manage third-party vendors to ensure standards are maintained and issues resolved
• Manage and ensure optimal service from vendors in line with SLA’s

Financial Management

• Assist the Delivery Unit Manager in developing an annual budget and operating plans to support the team and department.
• Consolidate Budget requirements and present to Senior IT Manager
• Assist the Senior IT Manager in managing costs and budgets for operational spend
• Monitor vehicle and travel expenses
• Monitor data usage costs

Collaboration

• Interface with other technical and application teams to ensure adherence to standards
• Build strong relationships with IT Warehouse, Implementations, Staging, Rollouts, Application teams, and their leaders across the enterprise, and develop a detailed understanding of their issues, challenges, and opportunities.
• Collaborate with the IT Infrastructure and security groups to help ensure alignment with IT standards and initiatives.

Qualifications

Requirements

• Matric
• Degree or Diploma Technology
• ITIL Certification

Experience

• 3 years’ experience in a mature Retail Service Management Centre

Knowledge and Skills

• Manage Business stakeholders and Service Provider relationships