Purpose

Your role as a Specialist Service Management (Service Delivery Manager) is to advise and support operational administrators on matters of service management, as they carry out predetermined goals and objectives in accordance with agreed-upon SOPs.

Responsibilities

• Engage in purposeful communication with others to promote the constant exchange of information and the incorporation of one’s own acquired knowledge.
• In order to guarantee the effectiveness of the identified solutions and recommendations, you should provide expert guidance and assistance in the area of responsibility.
• Offer assistance to guarantee that all process items, escalations, and inquiries are handled in a timely manner within SLA.
• Make and update any necessary documents pertaining to Service Improvement processes.

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Responsibility Expansion

• Find places in the quality process where advice could be useful, and then give that advice.
• Work on improving service turnaround times and being on the same page with regards to services.
• Person responsible for carrying out specialized work, under established work routines and operating processes, including the enhancement of quality, standards, and outputs.
• Taking the initiative to investigate issues, identify their causes, and implement appropriate fixes in accordance with established procedures and standards, as well as giving relevant background data when requested.
• Own task execution and specialization enhancement planning.
• Help advance your own expertise in your field by contributing to the advancement of the field in which you work.
• As a customer service expert, you should study up on the Treating the Customer Fairly (TCF) principles and make sure you’re following them yourself.

Experience

• Two to three years’ worth of relevant work experience.
• Cloud experience is helpful.

Standard Requirements

• Matric.
• ITIL Certification.
• Any experience or training in management or customer service will be useful.

Application Method

Are you interested and eligible? Go to Liberty Group South Africa on careers.liberty.co.za to apply