Snr Spec: SIM

Business unit, Department, Reporting

Core Description

Lead the delivery of Service Integration Management in assigned areas, achieving and exceeding all relevant customer service and contractual agreements to achieve BCX strategic and operational goals and objectives. 

Key Deliverables / Primary Functions

• Execute service integration management strategies, developing and implementing tactical and operational plans for the delivery of service integration management, to customers from all business units, collaborating with a range of BCX stakeholders to align relevant goals and objectives. 
• Coach, lead, motivate, inspire and develop employees, in alignment with the BCX DNA, demonstrating a high level of engagement and talent retention. 
• Leading with purpose by ensuring that all teams understand the overall vision, direction, delivery process and responsibilities for their teams and the department as a whole, within the context of the larger organisation. 
• Oversee the day-to-day management of the contracted IServices, ensuring that IT services and infrastructure are delivered efficiently and effectively in support of customer business goals and objectives. 
• Responsible for all relevant aspects of assigned P&L, budget and resource utilisation performance, collaborating with other relevant business unit executives to support the alignment and achievement of customer and BCX goals and objectives. 
• Identify, monitor and analyse relevant service integration management key performance indicators for the full contract life cycle, collaborating with stakeholders to take advantage of current and expected trends and changes, mitigate risk and provide solutions to performance outside agreed parameters. 
• Create and implement service integration management processes that ensure all relevant activity meets or exceeds customer service level agreements and contractual terms. 
• Manage service integration management capabilities across business units in assigned areas, collaborating with internal and external stakeholders, supporting multi-disciplinary teams to deliver optimal plans, projects, contracts and services that achieve customer and BCX goals and objectives. 
• Build and maintain knowledge and subject matter expertise in all relevant current and emerging technology, benchmarking against industry technology application standards to achieve best practice and collaborating with customers to implement them 
• Build and maintain robust business relationships with key external stakeholders, providing subject matter expertise, defining and Implementing the contracted technology strategies that align with the customer’s business objectives and position BCX contracted services as a strategic asset supporting customer success. 
• Collaborate with key internal stakeholders to continuously improve service delivery, address OLA deficiencies and drive complex problem management steering for significant events with Business Units. 
• Create and maintain a service manual detailing service integration across all business units. 
• Identify, monitor and analyse key customer experience indicators for the full customer lifecycle, collaborating with stakeholders to provide solutions to performance outside agreed parameters. 
• Conduct monthly customer review meetings, collaborating with internal stakeholders sharing insights to improve service delivery 

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

7 years experience 

OR 

If the highest qualification is grade 12, 9 years experience of which at least 2 years on management level

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Workplace / Physical Requirements