Job Title:Service Improvement Manager
Job Number:
INT00083)
Description
Internet Solutions (IS) is South Africa’s most established and experienced Converged Communications Service Provider. Since 1993 IS has been providing end-to-end connectivity solutions and related services across the African continent. IS is now also able to provide specific infrastructure facilities to customers, having received a full Electronic Communications Network Service( ECNS) license in 2009.
As a Service Improvement Manager (SIM) in the Communications Service team, you will be is responsible for Problem Management, Risk and Assurance, Vendor relations and Client escalation. In addition to this, within Communication Services, this will also include Operational Systems, Data Processing and non-core infrastructure related ownership. The SIM works as part of the Communications business and must interact successfully with other areas of the business both internally and specifically externally with clients and suppliers. The success of this role will be decided on by the continued operational focus, client management and non-core infrastructure stability.
As a SIM you will sit on the Communication Services MANCO and will be responsible for taking active participation in achieving the overall objectives of the business unit. Whilst the output of this role is largely operationally and client satisfaction oriented, there are many key expectations around: strategy, market evolution, client engagement, support and engagement of commercial functions.
What we will expect you to do:
As a Service Improvement Manager you will need to:
Client Escalation
Ensure that all client escalations are dealt with in a systematic and consistent manner ensuring client happiness to problem resolution.
You will need to mobilise internal resources and engage with clients directly.
Service Improvement and Business Practices
Define and implement vendor managment practices including operational, commercial and relationship.
Ensure that all internal business process are defined, documented, optimised and executed ensuring a consistent and repeatable business experienced.
Define OLA’s to ensure that interaction between internal functional areas; vendors; clients and other IS business unit’s are optimal.
MIS
To create, implement and manage a full management information system and capability leveraging off existing IS assets and system and augmenting with additional systems where required.
Operational Systems, Data Processing Management
Responsible for all data processing requirements within the business unit for both internal and external consumption.
Manage the billing system process to ensure that all billing requirements operate smoothly and effectively.
People Management
Manage a team of technical and operational engineers with sub-teams providing some engineering function.
Set and manage yearly KPI’s and daily deliverables.
Hire and retain key talent, including co-ordinate and identify training requirements for the engineering teams.
Qualifications
Here’s what we are looking for in candidates for this job:
Key requirements:
Bsc. Engineering(Telecoms) preferred, exposure to business strategy and management qualifications
5 years in an operational role managing a real time, operational infrastructure.
Proven experience in dealing with client service delivery including escalation and problem management.
Stakeholder management skills and competency.
Data processing, billing, management information systems and problem management skills and competency required.
Computer Skills:MS Office
Key abilities required:
The individual needs to be an ambitious individual with a proven track record for high performance, working under pressure, strong leadership and a strong team player.
If you are up for the challenge and someone who can think outside the box apply today!
Internet Solutions embraces the principles of the Employment Equity Act 55 of 1998. The company is committed to the goals articulated in its Employment Equity Plan.
To Apply:
http://www.is.co.za/AboutUs/Pages/Job-Opportunities.aspx
Deadline:25th May 2012
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