ROLE PURPOSE

The Service Manager is accountable to the Manager: Service Management and performs the day-to-day operational and managerial tasks demanded by the process activities.

ROLE REQUIREMENT

• Keep aware of changing business needs.
• Ensure that the current and future service requirements of customers are identified, understood, and raised with the Account Management team.
• Technical involvement in allocated customers’ issues and providing recommendations in conjunction with Technical Service Teams.
• Ensure that improvement initiatives identified in service reviews are documented as a SIP (Service Improvement Plans) and acted upon and progress reports are provided to customers on a weekly basis.
• Accommodate any existing Service Improvement Plans / Programs within the Service Management process.
• Solutions Implementation with a focus on major and recurring incidents and work closely with resources from different Business Units to determine root cause when a deeper unknown cause is suspected and requires investigation. Involving System Architects, Transmission Networks, Account Managers, Engineers & Specialists. Process re-engineering and work-flow improvement.
• POCs (Proof of Concepts) used to provide clients with tangible corroboration of proposed Changes.
• Coordination of projects to remedy and improve existing services to customers networks.
• Monthly, Quarterly and Annual reviews. This includes a detailed review of all services, SLA (Service Level Agreement) Reporting, billing issues and any relevant strategic issues.
• Ensuring that ITIL best practice is followed.
• Triggering any Service Improvement Initiatives.
• Functions as a point of escalation for Service Management Analysts.
• Escalation of SLA (Service Level Agreement) breaches to Manager Service Management.
• Reporting on all changes, specified per service, process, department and any other Key Performance Indicators that is agreed with the Customer.
• Recommending service improvements and initiates Service Improvement Programs.
• Expedite any major incidents logged by their customers to ensure that service is restored as quickly as possible.
• End-to-end responsibility for ensuring that all Service Level Agreements (SLA) and Operational Level Agreements (OLA) with the customer are met and levels of Service optimized.
• Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent theirVisibility on a customer senior management level.
• Analyse and review Service Performance against the SLAs.
• Organise and maintain the regular Service Level review process with the Customer which covers:
• Review outstanding actions from previous reviews
• Review current performance
• Review Service Levels and Targets (where necessary)
• Agree appropriate actions to maintain / improve Service Levels
• Initiate any actions required to maintain or improve Service Levels and initiate Service Improvement Plans (SIPs) as required by the defined process
• Act as coordination point for any temporary changes to Service Levels required (i.e.: extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider, etc.)
• Attend Change Advisory Board meetings when appropriate.
• Identify improvement opportunities to make Service Management more effective and efficient.
• Ensure that the Service Level Management Key Performance Indicators are met for the assigned Customers.
• Ensure that the Service Management process operates effectively and efficiently
  

QUALIFICATIONS & EXPERIENCE

• The Service Level Manager should possess an ITIL Foundation Certificate and be moving forward to achieve the Practitioners Certificate for his or her specific process.
• A minimum of 3 to 5 years’ experience in an IT or Telecommunications environment is required.

• Proficiency in Microsoft Word, Excel and PowerPoint 
• Matric/Equivalent