Support Services Process Manager - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 13-06-2016 4:00:12 PM
11-07-2016 4:00:12 PM

Support Services: Process Manager

IT Lab is looking for an experienced Process Manager to join our team in Cape Town, who is hoping to become a part of a creative, dynamic, service driven environment.

 
Get Obsessed at the Lab 
IT Lab is the UK’s fastest growing SME IT support services company based in London, Woking, Manchester & Cape Town, South Africa.  We are a dynamic and fast growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work, we’re proud of our employee engagement and have successfully been listed in the Sunday Times “Best Companies to Work for” for six years and with our group companies, 11 of the last 12 years. 

The Package:

  • Salary negotiable based on experience
  • 22 days annual leave
  • Pension and Medical Aid scheme
  • Continual professional development plans
  • Working for an established UK based employer with predominantly UK based clients
  • Free breakfast daily, lunches paid for on Friday (and a whole array of other benefits)
  • Working hours of 40-45 hours per week, between 7am -7pm (based on UK time), Monday – Friday

What Does a Process Manager Do?

As a Process Manager, you will be responsible for owning all the ITIL driven processes within the Support Services (operations) team. This includes ongoing review of these processes and the underlying procedures and identifying areas to continuously improve in an effort to ensure effective outputs in relation to customer service. The Process Manager will be working closely with the Operations Manager to enable a high level of both team and individual performance as well as the Service Delivery Managers who own the customer relationship.

Daily duties and responsibilities will include (but are not limited to):

  • Lead a team that is responsible for the coordination of key ITIL Support Services related processes (i.e. Incident Management; Problem Management and Resource/Demand Management)
  • Management of the functions and team members which are part of the Process team (as listed above)
  • Analyse operating data and statistics to identify opportunities, develop action plans and implement process Improvements and facilitate teams to establish new and improve on existing processes for effectiveness; quality and Simplification and overall operational effectiveness
  • Prepare process and service management reports for management and customers
  • Maintain in-depth knowledge of the organisations product and service catalogue
  • Establish; maintain and update processes related to the Support Services department
  • Assist in promoting the implementation of best practices
  • Prepare and maintain the Support Services work schedule against resourcing requirements and deliverables
  • Monitor and manage production and productivity with the use of SLA’s and KPI’s
  • Utilise the tools; techniques and practices for identifying and validating business opportunities
  • Maintain proactive, dynamic and effective communication with customers and internal personnel at all times
  • Establish goals and objectives for the team
  • Motivate and inspire team members and identify team/s training needs
  • Ensure recruitment and employment is carried out in accordance to company procedures and in compliance with current employment law
  • Ability to build a high performance team who can operate efficiently; effectively; productively and cost effectively
  • Address any staff discipline or grievance issue and maintain appropriate records in according with company procedures
  • Recognize and celebrate team and team member accomplishments and exceptional performance

So, Am I Right for the Job? If you can tick yes to most of the below then you probably are!

  • ITIL foundation certification
  • Minimum of 7 to 10 years’ experience managing a team of up to 15 staff within a technical support and ITIL (or similar) process structured environment
  • Proven experience in relation to setup and maintenance of ITIL processes
  • Previous experience of working in a highly pressurised support environment
  • Applicable management qualification or degree (e.g. business degree)
  • Possess a working understanding of management best practice
  • Strong problem solving skills
  • Be personally energetic; dynamic; positive; enthusiastic and possess the ability to think laterally and act through reasoned decision making
  • Possess the ability to implement and manage change within the business
  • Willingness to learn; improve and adapt
  • Be comfortable dealing with, and efficient in, processing paperwork
  • Excellent analytical and problem solving skills
  • Deep understanding of the core business of the company and the avenues for growth
  • Ability to compose data into reports and interpret against forecasting
  • High standard of both verbal and written communication
  • Above average MS Excel/reporting package experience
  • An appreciation for understanding how to deliver against service expectations
  • Shows initiative at every level


Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

Recruiter: CompuJobs