Shoprite Group IT / Telecom Jobs in Western Cape
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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.
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- 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
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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.
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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
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