Role: Head: Service Management Centre
Reports to: General Manager: Services
Office location: Midrand

Main purpose of the job

The Head: Service Management Centre is responsible to manage the 24/7 NEC XON Service Management Centre.

Critical elements of the role are to take full accountability for the performance of the Service Management Centre systems and personnel to ensure that service level metrics are met, client experience for internal and external stakeholders are proactively managed and enhanced, and data quality and integrity are optimally maintained.

The role is further responsible to define and manage the ITIL processes that are required to deliver the services; to manage, maintain and adhere to Standard Operating Procedures that are aligned to best practice and client specific requirements; and to perform Asset Configuration Management, escalation management, and reporting.

Key responsibilities

Service Management Centre

  • Serve as key point of contact for all matters related to the Service Management Centre and client experience including:
    • Implementation of Service Management Centre strategy and initiatives,
    • Escalation management,
    • Service reporting and Service productivity.
  • Serve as key point of contact for all matters related to the Service Management Centre and client experience including:
  • Ensure that Service Management Centre deliverables in the Operational Level Agreements are clearly defined and measurable.
  • Manage and measure Service Management Centre performance against the metrics defined in Operational Level Agreements and Service Level Agreements. 
  • Manage all operational Service Management Centre activities to ensure clients cases are resolved effectively and timely in compliance with the contracted Service Levels and aligned to NEC XON corporate objectives. 
  • Ownership of the Ticket Lifecycle Management process, including all elements related to logging, updating, quality assurance, SLA adherence, incident management, notification management, escalation management and client satisfaction.
  • Define and maintain Service Management Centre quality assurance processes and performance indicators that facilitate a Zero Defect quality standard throughout the Ticket Lifecycle Management Process.
  • Ownership of the service Knowledge Base including the identification, documentation, maintenance, and quality assurance of knowledge articles.
  • Participation in and, in Service Management Centre specific cases ownership of, Root Cause Analysis (RCA) and incident reports to internal and external stakeholders.
  • Accountable to maintain an accurate NEC XON Asset and Configuration management database, customer contact database and related records. Ensure that the Service Management Centre technology components are optimally configured to facilitate and enable service management according to the NEC XON service catalogue and contracted services.
  • Develop and implement an effective and workable customisation of the ITIL framework to manage and improve client support.
  • Responsible to develop, manage, maintain and ensure adherence to Standard Operating Procedures.
  • Manage the availability and capacity of the Service Management Centre technology components required to deliver the Service Management Centre services.
  • Ensure that the Service Management Centre technology components are optimally licensed to ensure cost effective utilisation of such technology components.

Performance Management and Reporting

  • Ensure that the services delivered align to the contracted scope of services.
  • Manage quality of service delivered into the client.
  • Tracking operational delivery and implementing support structures, processes, measures and to ensure achievement of the SLAs.
  • Preparing and presenting regular Service Level and Operational Level performance reporting to internal and external stakeholders in line with management and contractual obligations.
  • Analyse SLA compliance, identify areas of improvement and ensure continuous service improvement.
  • Ensure quality and integrity of all Service Management Centre data.
  • Compile, validate and present weekly operational service reviews.
  • Compile, validate and present monthly SLA reports for internal and external facing reviews.
  • Provide data and reporting of KPIs and trends to management and others on weekly, monthly, and ad-hoc basis as requested.
  • Measure and manage compliance of all parties in the Ticket Lifecycle to performance standards agreed in OLAs.

Service Transformation

  • Implement a data driven approach to service management to enable predictive and proactive services.
  • Optimise Service Level Management through automation of processes.
  • Automate and continuously improve all elements of Service Management Centre related reporting.

Governance

  • Participate in internal and external audits of adherence to service management and quality processes and procedures as required.
  • Ownership of client, contract, asset and configuration item onboarding onto the relevant Service Management toolsets.
  • Ownership of data integrity and quality.
  • Ownership and reporting of Service Management Centre process adherence.

Client Experience

  • Implement and manage the client satisfaction Process and improvement plan.
  • Achieve the specified response rate and average satisfaction rating related to client satisfaction surveys.
  • Continuous Service Improvement of client experience and satisfaction scores.
  • Review, manage and report on client satisfaction survey results to improve NEC XON service management experience.

People Management

  • Effectively manage resources, including sourcing for, hiring, developing, and retaining high-performing staff, to ensure optimal productivity levels and service metrics are achieved by all Service Management Centre resources.
  • Manage, coach and mentor Service Management Centre resources.
  • Develop and maintain training material for Service Management Centre staff.
  • Ensure that all Service Management Centre resources are fully trained on company, client and other governance related processes and procedures.
  • Effectively clarify performance expectations, demonstrate commitment to employee development and execute against the applicable requirements for coaching to maximise employee morale, productivity, efficiency and effectiveness.
  • Define, maintain, and report on the Service Management Centre quality standards.
  • Manage adherence to the defined Service Management Centre standards through regular scheduled quality assurance and performance reviews.
  • Communicate regularly and effectively, provide daily guidance, and demonstrate commitment against the NEC XON values thereby gaining employee commitment.
  • Motivate and retain key talent within the organisation through fair, accurate and informative feedback, and management of Service Management Centre resources.
  • Ensure that the Service Management Centre is always right sized across the shift structure, with appropriate capacity to prevent over and under resourcing.

Key performance measures

Service Management Centre

  • Process implementation and adherence
  • Best-practice alignment
  • Knowledge base quality
  • Asset and Configuration Database accuracy
  • Delivery against contracted obligations
  • Profitability of Service Management Centre

Performance Management and Reporting

  • SLA and OLA adherence
  • Service quality adherence
  • Ownership and Management of service reporting framework
  • Quality and efficiency of Service Management Centre reporting
  • Integrity of Service Management Centre data

Client Management

  • Client satisfaction process
  • Improvement of client experience
  • Internal and external stakeholder feedback

People Management

  • Capacity management
  • Skills development
  • Quality adherence

Additional details around key performance measures will be defined as part of annual performance appraisal processes.

Operational Overview

Direct line management of a team of up to 70 people, including permanent and contract staff across the NEC XON regions.

Knowledge

Competencies

  • Attention to detail and a passion for quality
  • Analytical approach to service performance management
  • Excellent problem solving and conflict resolution skills
  • Excellent communication skills required – written, presentation and verbal
  • Strong leadership quality with the ability to supervise and train supporting staff and build and maintain relationships
  • Excellent organising ability
  • Committed team player
  • Tenacity
  • High emotional intelligence
  • Strong time management skills and the ability to work under pressure
  • Commercial mind-set
  • Process driven

Qualification & Experience

  • Appropriate tertiary qualification
  • Industry-relevant certifications, including, but not limited to:
    • ITIL® Foundation certification mandatory
    • ITIL® Specialist certification preferred
  • Minimum of 5 to 7 years’ experience with a proven track record as a Head: Service Management Centre
  • Excellent knowledge and experiencing of Service Management Software
    • Minimum 2-years ServiceNow experience
    • Remedy ITSM experience
  • Demonstrated experience of ITIL® and other relevant industry standards
  • Knowledge and understanding of best practices for service management
  • Demonstrated experience of Service Contracts, SLAs, KPIs and service level credits
  • Demonstrated ability to develop, implement and manage processes and procedures accurately
  • Experience in working in complex, high pressured environments within a 24‑hour service structure
  • Proven ability to balance and plan the short-term actions of the Service Management team
  • Demonstrated ability to multitask across multiple issues, incidents, and events
  • Implementation of Service Management Solutions and Processes
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.
  • Excellent written and verbal skills
  • Excellent knowledge and experience in using Microsoft Office applications (Excel, Word, PowerPoint, Visio)

Closing Date

19 January 2022

Your application must include:

An updated CV, motivational letter and relevant certificates.