Service Support Manager - Shoprite Group

eg. Accountant or Accounting or Kempinski

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Service Support Manager - Shoprite Group

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Purpose of the Job

  • Responsible for leading the Technology Service Management Centre (SMC) team for all brands across all geographies
  • Collaborate across Technology disciplines to continuously refine customer service processes
  • Manage Business stakeholders and Service Provider relationships

Job Objectives

Resource management

  • Supporting the Senior Manager in leading the team
  • Recruit, Mentor and manage a high-performing team
  • Create an inspiring team environment with an open communication culture
  • Foster a healthy and collaborative environment
  • Set clear team goals
  • Develop and implement long-term goals and objectives to achieve the successful outcome of the team.
  • Monitor team performance and report on metrics
  • Facilitate training needs by identifying gaps in skills and expertise, providing coaching, and planning development/growth paths.



  • Listen to team members’ feedback and resolve any issues or conflicts
  • Recognize and acknowledge the skills of key team members and utilize their strengths to the benefit of the team
  • Recognize high performance and reward accomplishments
  • Encourage and support independent thinking
  • Maintain high team morale
  • Ensures that team activities operate within the policies and procedures of the organization
  • Escalation path for Service Management
  • Contribute to Service Support Strategic, Tactical, and operational objectives

Service Centre Management

  • Ensuring that all service requests are fulfilled within the agreed SLAs
  • Managing a team of support staff and coordinating their activities
  • Planning and implementing strategies for improving service quality and customer satisfaction
  • Monitoring and analysing service performance metrics to identify areas for improvement
  • Developing and implementing policies and procedures for service delivery and support
  • Ensuring that customer complaints and issues are resolved in a timely and effective manner
  • Managing vendor relationships and negotiating contracts with service providers
  • Providing regular reports on service performance to senior management
  • Maintaining accurate records of service requests, incidents, and resolutions
  • Ensure continual proactive Problem Management to reduce repeat incidents
  • Facilitate war rooms to resolve major incidents
  • Drive functional teams for resolutions for identified problems
  • Assist and maintain knowledge articles

Incident Management

  • Ensure reported incidents are resolved within the agreed Service Level Agreement (SLA)
  • Drive service levels within teams to meet agreed SLA’s
  • Manage issues and escalations to resolution.
  • Escalate unresolved issues
  • Escalation of major or high-impact incidents
  • Manage user escalations



Stakeholder Management

  • Building strong relationships with all relevant business units
  • Understanding business requirements
  • Providing IT Management with regular reporting
  • Managing user expectations and escalations
  • Review customer service offering with Business stakeholders
  • Represent the Service management within the IT Organization

Vendor Management

  • Driving vendors to achieve set Service Level Agreements
  • Guiding and enforcing vendors' compliance with company procedures and standards
  • Providing input to vendor requirements and contracts at “Request for Proposal” time
  • Escalate unresolved issues
  • Manage vendor relationships and performance, i.e. cabling, UPS
  • Schedule a regular meeting with the vendor to review performance
  • Manage external vendors to plan new store equipment and manage schedules
  • Manage third-party vendors to ensure standards are maintained and issues resolved
  • Manage and ensure optimal service from vendors in line with SLA’s

Financial Management

  • Assist the Delivery Unit Manager in developing an annual budget and operating plans to support the team and department.
  • Consolidate Budget requirements and present to Senior IT Manager
  • Assist the Senior IT Manager in managing costs and budgets for operational spend
  • Monitor vehicle and travel expenses
  • Monitor data usage costs


  • Interface with other technical and application teams to ensure adherence to standards
  • Build strong relationships with IT Warehouse, Implementations, Staging, Rollouts, Application teams, and their leaders across the enterprise, and develop a detailed understanding of their issues, challenges, and opportunities.
  • Collaborate with the IT Infrastructure and security groups to help ensure alignment with IT standards and initiatives.





  • Matric
  • Degree or Diploma Technology
  • ITIL Certification


  • 3 years’ experience in a mature Retail Service Management Centre

Knowledge and Skills

  • Manage Business stakeholders and Service Provider relationships
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