Spec: Service Delivery

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Date: 16 May 2024

Location: Alberton, Gauteng, ZA

Company: 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