Service Desk Manager – Cape Town (Telecoms)

Global telecoms company is urgently seeking an experienced Service Desk Manager, with extensive service delivery, stakeholder management, and project management skills.

You will be tasked with ensuring the timely service delivery of customer solutions, through accurate reporting, effective communication, team management and building solid relationships.

Minimum requirements include but are not limited to the following:
• Certification/Professional Registration ITIL v3 (or higher) on Management level
• Relevant degree (NQF level 7)/ diploma (NQF level 6).
• Project Management qualification
• Post graduate qualification (NQF level 8)/ Senior Management programme will be a strong advantage.
• SDM – Service Desk Manager Certified strongly preferred
• Telecoms industry experience non negotiable (at least 5 years)
• Experience 7 Years relevant operational and management experience in business and IT Service Management and at least 5 years managerial experience.
• Solid understanding of Project Delivery cycle
• Exceptional problem-solving skills and the ability to work well independently as well as collaboratively with a team and customers
• Own vehicle and Code B driver’s license required
• Effective interpersonal and communication skills.
• Analytical and strategic mind.
• Customer driven.

Key responsibilities include but are not limited to the following:
• Team Management – to ensure continuous striving to deliver services in the minimal amount of time within the highest quality levels
• Provide key support to head of projects in the service delivery cycle - Clarifying project mandate in terms of objective, stakeholders, risks, customer expectations, milestones of the project
• Ensure that all client solutions are implemented as per client requirements and expectations
• Ensure that orders are transferred into revenue timeously
• Manage delivery to clients against SLAs
• Reporting on network performance for customers (Customer Availability reports)
• Establish long term relationship between yourself and the customer – driving customer loyalty
• Proactively looking at ways to increase efficiency or save costs
• Relevant reporting on process

Location: Cape Town, Western Cape